Customer Service Advisor

1 month ago

Ruddington, United Kingdom Blue Arrow Full time

Blue Arrow is proud to be working in a partnership with a company that specialise in the Sports Manufacturing Industry and are they are looking for a Customer Service Advisor to join their team on full-time permanent basis, based at their offices in Nottingham.

About the Role
Our client is looking for a Customer Service & Operations Advisor to join their busy Customer Services team as we embark on their next stage of our growth.

As an Advisor, you'd be part of a small team responsible for the front line contact directly to individual customers, providing world-class service through sales support and ensuring the customer has an expert point of contact specific to their needs.

What duties will be included in the Customer Service Advisor role?

  • Create opportunities to deliver additional sales where appropriate.
  • Coordinate quality control and service requests from both home and commercial sites.
  • Provide expert customer sales and service support via telephone, email and live chat, ensuring SLAs are not breached.
  • Assist the technical team with product feedback to improve customer experience.
  • Manage 3rd party courier delivery bookings and tracking.
  • Communication tracking and KPI's and acting upon KPI's.
  • Reporting trends and escalations to the line manager, providing resolutions where possible.
  • Work closely with the B2B Customer Service team to support when required.
  • Understanding of excellent customer service and implementing ideas to increase customer satisfaction.
  • Triaging and escalation of customer feedback.
  • Identify root causes where KPI targets are not achieved and implement actions to continuously improve.
  • Provide support at trade shows where necessary

What will you bring to the Customer Service Advisor role?

  • Previous customer service experience, ideally at least 1 year.
  • Previous experience working within the sports industry is also essential.
  • Excellent written and verbal communication skills, with the ability to effectively communicate with several different internal functions as well as home users, supply contacts, buyers and corporate clients.
  • Proficient in effective communication over the telephone as well as on chat or email.
  • Ability to prioritise, plan and resolve issues quickly.
  • Excellent IT skills.
  • Knowledge of Zendesk would be a plus although full training would be given.

Why to apply for the Customer Service Advisor role?

  • Access to 24/7 support
  • Flexible working - a relaxed culture that supports a great home and work blend
  • Support for personal progression
  • Company Product for your home
  • 26 days holiday a year plus bank holidays
  • Pension and life insurance
  • A staff discount on accessories
  • Onsite training Zone
  • A communal workspace designed for collaborating with your colleagues

How do you apply for the Customer Service Advisor role?
If you are interested in the above role and feel you can meet the above requirements - we would love to hear from you as soon as possible. We please ask all applications are made via the click apply button, and we will aim to process your application as quickly and as efficiently as possible.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.

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