Customer Service Advisor

3 days ago

Chelmsford, United Kingdom Innova Search Full time

Role: Customer Service Advisor
Location: Chelmsford

**Salary**: £19,000 - £25,000 per annum

Our client is currently looking to recruit a Customer Service Advisor to join their busy team. This role will be responsible for liaising with customers on all after sales queries to ensure their experience was a positive one.

A typical day will include:

- Be a point of contact for customer aftercare
- Lead on resolving any challenges customers may have
- Ensuring all customers are communicated with correctly and promptly by the appropriate person
- Keeping in touch with customers, making sure all queries are resolved and any aftercare issues are dealt with promptly
- Help to develop guidelines/process to ensure there is an effective process in place for handling any customer aftercare challenges
- Ensuring all administration and systems linking into aftersales are kept up to date
- Promoting positive customer reviews by ensuring we respond to customers in both a speedy and positive manner
- Liaising with customers and the relevant departments regarding any challenging reviews to seek and resolve
- Work closely with the in-house Legal Advisor to ensure matters are resolved prior to escalation such as a complaint
- Helping to launch and work with a support ticket system and use it to record accurate information relating to customer complaints.
- Providing case feedback into relevant departments for case resolution.
- Managing each case issues from start to finish.
- Previous experience within a similar role/environment
- Training undertaken in Customer Service, Handling Difficult Customers or similar
- Clear desire to make things better for customers who have the need to contact with regards to aftercare and to leave them happy after their initial challenge
- A keen interest in cars and the automotive trade
- Strong commitment towards achieving swift response times and positive customer reviews/feedback
- Ability to 'self-manage' without direction and use own initiative
- Ability to multi-task effectively between various methods of contact
- Excellent telephone manner
- Strong written communicator
- Positive attitude towards customers and colleagues
- Remains calm under pressure
- Confident using Word, Outlook, Excel and systems
- Experience with a support ticketing system.

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