Customer Advisor

Location
Fakenham, England
Salary
Up to £18000 per annum
Posted
08 Apr 2019
Closes
06 May 2019
Ref
14005132/001
Contact
Lucy Bayliss
Job Type
Advisor
Contract Type
Permanent
Hours
Full Time

Permanent position as a customer advisor working in a busy office for an large successful company

Client Details

My client is a urgently recruiting for a talented Customer Advisor to work in their busy Fakenham offices.

Description

Job Purpose:

To provide an excellent customer care experience over the phone and other media, through timely issue resolution and problem prevention to enquiries and complaints. Deliver input to VOC process based on dialogue with customers and contribute with ideas on how to improve CS operations.

Responsibilities:

To ensure that the company's vision, values and policies and procedures are adhered to at all times.

To ensure that the company operates in line with all legal requirements including Health & Safety and Data Protection requirements at all times.

Manage and follow up on customer queries and questions in timely manner

Coordinate complaint resolution and follow up to customer

Ensure sustainability of solutions presented to customers

Educate/train customers (e.g. self-service, use of services, new products etc)

Rental stock management

Handling non active sales (incl direct sales)

Reactive renegotiation of portfolio accounts (plant accounts)

Follow up on customer feedback on individual customers

Give input on opportunities for problem prevention

Give input on VOC to manager

Be willing to visit customer premises to ensure complete resolution

Be proactive in managing sustainable solutions

Ensure your contribution to the team is value added business

Work as a team with all service personnel to exceed targets which can result in a shared bonus

Ad hoc duties

Decision rights:

  • Raise Credit notes

  • Sustainable resolutions to be found and offered.

  • Ordering replacements

  • Ordering samples

  • Schedule meetings with customers

KPI's

  • Customer Effort

  • Skills matrix score

  • Time to resolve Issue

Participate in forums:


Customer Service Team meetings

Complaint meetings

CS training

Profile

Knowledge and Skills:

  • English Language fluent, (read, write, speak)

  • Displays a customer centric mind-set

  • Good communication skills - oral and written

  • Ability to keep cool in heated situations

  • Relevant IT skills (blind typing, Office, CRM systems)

  • Good interpersonal skills

  • Customer minded problem solving and solution focused

  • Ability to multi task

  • Extrovert and personal drive

  • Willingness to develop skills and competences

  • Team working skills

Education / skills

  • GCSE Maths and English

  • IT Literate

  • Relevant Customer Service background

This is a fast paced role and would suit someone who enjoys being busy at work and is able to manage pressurised environments. You MUST be a confident IT user - Dynamic AX experience would be a distinct advantage

Job Offer

Monday - Friday 9.00am - 5.00pm

Salary £18,000

Pension

33 days holiday (inclusive of bank holidays)

Free parking

**you are required to work two bank holidays per year and will have these days back in lieu

There is a two stage competency based interview process

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