Job Title: Customer Service Advisor
Location: Newcastle-Under-Lyme
Salary: Negotiable plus bonus after 6 months
Job Type: Full Time, Permanent (40 hours per week)
The Company is a successful UK on-line business which has its own distribution warehouse in Newcastle under Lyme.
The Role:
- To effectively answer inbound calls and deal with customer queries and orders.
- To respond in a timely manner to any customer enquiry/contact form and resolve query on first response,
- To offer an exceptional service to customers and take ownership and accountability for each call/ticket
- To provide an acceptable resolution to customers when dealing with complaints
- To effectively deal with Suppliers and Couriers regarding products, stock, delivery & collections and queries
- To offer expertise to customers on all product related information
Key Responsibilities:
Sales & Profit
- Follow call structure to improve sales and upselling of key products
- Ensure all abandoned calls are responded to within set SLA
- Improve phone order conversions through relevant and effective training
- Ensure faulty product is logged to enable Product Admin to recover costs from supplier
- Negotiate with supplier on good will gestures for customers where we have not achieved standards or SLA’s
Customer Insight & Experience
- Ensure an exceptional level of service for the customer
- Improve customer journey and experience in the call centre environment
- Take ownership and personal responsibility for solving customer concerns
- Always act in an efficient, friendly, flexible and professional manner
- Understand the needs of the customer by listening and asking relevant questions
- Always focus on improving Independent reviews and ensure an acceptable outcome is reached
- Ensure customer complaints are dealt with swiftly and as a priority
- Display empathy to customers in the event that the process does not go according to plan (shortfall in service)
Operational Delivery
- Adhere to all working policies and operate within a framework of guidelines
- Display ownership and accountability when dealing with customers, suppliers and couriers
- Ensure full and concise notes are entered in to an order to avoid any doubt on actions taken
- Review product offering, promotions and offers to ensure fully equipped to deal with sales and service
- Ensure full knowledge on all brands, product offering and fixing instructions in order to fully service the customer
- All calls answered and contact forms/tickets actioned within agreed SLA’s
- Strive to achieve targets and ensure KPI’s are met
People Development & Learning
- Identify and or recommend any new services or processes that may improve service levels or reduce costs to the business
- To act as a buddy for new starters and assist with basic training needs
- Identify own training requirements for product and customer service and maintain continual personal development
- Recognise, praises and encourages others to perform to the best of their ability
- Challenge self to deliver and excel to the best of their ability
KPI’s:
- Improve overall scoring of independent reviews
- Improved customer service experience and satisfaction – one call resolution
- Improve call answering and wait times and reduce number of abandoned calls
- All contact forms/tickets dealt with within agreed SLA
The Candidate:
- Self-motivated with positive attitude
- Flexible in work content and working hours
- Able to work under pressure
- Good organisational skills
- Proficient in Microsoft office, in particular outlook, excel & word
- Confident and professional telephone manner with the ability to diffuse difficult situations
- Fully literate and numerate with a high level of accuracy
- Basic Maths & English
Please click the APPLY button to send your CV and Cover Letter for this role.
Candidates with the experience or relevant job titles of: Customer Services Executive, Customer Service Representative, Customer Support, Client Service, Customer Service Consultant, Customer Service Administrator, Business Support, Office Administrator and Administrative may also be considered for this role.
