Customer Service Advisor

Customer Service Advisor

Our prestigious client is looking for 4 customer service advisors to join their expanding Maidstone team!

JOB PURPOSE:

To support customers in full issue resolution by utilising a combination of own customer service skills and knowledge, and liaison with internal and external stakeholders, whilst working within business agreed SOPs; to ensure customer satisfaction and a high-quality service are maintained at all times.

KEY RESPONSIBILITIES:

• Receive and record in a correct and precise manner, onto a computerised system, internal and external enquiries resulting from the services provided by the business

• Escalate operational and transport matters likely to impact service provision, to line manager or hierarchy as per instruction

• Ensure that all enquiries and problems are answered promptly, investigated and resolved, within the customer service SOPs and standing financial instructions( and in accordance with KPIs)

• Support as required, customer requests for direct issues, special picks and emergencies, liaising with all associated departments

• Liaise with customer service colleagues, providing support as required in the provision of excellent service to our customers

• Investigate missing orders and where necessary authorise customer ‘credits’ or ‘declines’ within a given limit, in adherence with line manager instruction and customer service SOPs

• Develop the relationship and lines of communication between the business and customers
• Support stock requirements from new customers, and changing needs for existing customers, to ensure product availability
• Proactively liaise with customers to ensure they are aware of any relevant product or service issue that may impact them

• Deal with and resolve customer complaints relating to products unfit for purpose and/or within warranty periods, liaising with all associated departments and organisations

• Support the business’ national target for continued improvement of customer satisfaction scores

• Act as a point of contact between internal/external stakeholder and customer as appropriate, ensuring information is disseminated swiftly and accurately

• Proactively manage issues regarding potential detrimental change/impact to normal service

• Maintaining an understanding of and responsibility for the health, safety and security of self, others and business property

• Contribute to own personal development

• Ensure own actions support equality, diversity and rights

• To conduct as required, other duties or instruction within scope of the post and appropriate to the grading

Skill, knowledge and experience:

• PC literacy

• Work on own initiative

• Problem solving and resourcefulness

• Excellent written and verbal communication

• Planning, prioritisation and management of workload

• Confidence in liaison with all stakeholders

• Pleasant, helpful and ‘can-do’ attitude

• Belief in our service and its benefits to our customers

This is an amazing opportunity for the right candidate, working along side the NHS. Full training will be given over a 6 month period. Successful candidates will receive a competitive salary:

£22,111.70 per annum

The right candidate will have the following:

• Confidence to communicate with a range of people on a range of matters
• Can contribute to own self growth and personal development
• Maintaining an understanding of and responsibility for the health, safety and security of self, others and business property
• Act in ways that support equality and value diversity
• Input, store and provide data and information in accordance with GDPR and other relevant legislation
• Access, appraise and apply knowledge and information, utilising all business tools provided

 Please send over your CV in the first instance to samantha@h-g-recruitment.com

INDSTA