Customer Service Advisor

2 days ago

WestonsuperMare, United Kingdom Castelan Full time

**About Us...**

Castelan is an industry leading National furniture care business who provide customer services and repair services for furniture insurance, commercial services and the furniture retailer market. Based in Weston-Super-Mare, five minutes from the town centre and with great access via car, bus, bicycle or walking.

**ROLE PURPOSE**

Your role is to assist in ensuring that all communications generated by retailers/customers receive a professional and courteous service, which exceeds their expectations. Mainly dealing with our clients and customers directly, you will be responsible for the handling of service requests and ensuring our clients customers receive outstanding after sales care.

**PRIMARY RESPONSIBILITIES**
- To have knowledge of the terms, service agreements, service costs for Castelan client and customer base
- Communicate professionally, clearly, accurately and effectively with internal and external customers through various channels.
- Accurate maintenance of the operational databases and customer files Inputting data into client bespoke systems where necessary
- To assist where necessary to ensure the smooth running of the team
- To undertake any other tasks as reasonably requested by the Manager, Supervisor, Head of Furniture Care Network.
- Raising/booking Travelodge jobs within the agreed SLA and updating Verisae
- Checking and processing Castelan invoices
- Handholding new client to ensure smooth integration
- Assisting the Revenue keep with their daily task where required
- Team working and assisting other team members when under pressure
- Be confident in decision making and finding the best outcome for the client and customer
- Meet performance indicators, as agreed during performance reviews. Implements process change aimed at improving productivity, quality & customer service
- Be an advocate for the company culture and mission statement
- To adhere to all Company Policies and Procedures, including Health & Safety, Data Protection/GDPR, Code of Conduct and IT security.

**EXPERIENCE AND TECHNICAL SKILLS REQUIRED**
- GCSE Maths and English at grade C and above or an intermediate GNVQ or an NVQ level 2.
- The ability to add, subtract, multiply and divide in all units of measure. Using whole numbers, common fractions, percentages and decimals.
- The ability to read, write and comprehend simple instructions, short correspondence and memos.
- Able to deal with all work referrals after training or instruction

**CORE COMPETENCIES**

Communication and engagement

Treating customers fairly

Working together

Leads by example

Results focused

Problem solving & decision making

Self-awareness & personal growth

Closing date for this role will be Tuesday 19th July with interviews taking place later that week.

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