Customer Service Advisor

14 hours ago

West Malling, Kent, United Kingdom Landmark Information Group - Internal Full time

Customer Service Advisor 

West Malling 

Fixed Term Contract - 12 & 18 Months 

The Opportunity:

As a Customer Service Advisor, you will be an integral member of an award-winning Customer Service department that demonstrates prides and passion for delivering outstanding service in an ever-changing industry. In this role you will be responsible for supporting our customers queries proactively and professionally both verbally and through administration interactions in agreement with our Service Excellence requirements alongside our business key performance indicators. There will be a strong focus on first time resolution and excellent customer service.

The role will involve:

  • Providing helpdesk style support and advice via email and telephone, to our customers.
  • Navigating internal systems with a strong understanding of processes
  • Providing excellent customer service
  • Liaising with relevant data providers for all search queries to ensure the smooth running of the search ordering process.
  • Investigating and offering a timely response to customer enquiries and requirements.
  • Taking ownership of queries and actions appropriately.
  • Ensuring customer queries are dealt with and actioned on a regular basis in accordance with the Helpdesk KPI's.
  • To work towards providing the highest standard of service in all interactions with customers, receiving consistent Level 2 Service Excellence scores.
  • Understanding all SearchFlow products, procedures and systems.

About you

You will need to be proactive and self-motivated with excellent communication skills, both verbal and written.  Previous experience in a customer services environment with a passion for delivering an outstanding customer experience is highly desirable.  You will also have strong attention to detail with customer service at your core. You will also be committed to progressing your own learning and development.  You will also have/be:

  • Ability to work well under pressure and multi-task when required. 
  • Ability to multi-task, handle inbound and outbound queries via all our communication channels, whilst delivering the outstanding level of administrative support our customers expect. 
  • Able to work against performance targets surrounding quality and productivity.
  • Be extremely organised and have excellent attention to detail.
  • Able to work flexibly, as a team as well as on your own to meet deadlines and targets.
  • Ability to learn quickly and work within clearly defined processes but use own initiative when needed.
  • Strong problem-solving skills with the desire to provide superior service.
  • Computer experience including Teams, Word, Excel and Outlook.

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