Customer Service Advisor

Posted 4 months ago

Customer Services Advisor, Letchworth

Salary:  £20,000

This is a key operational service support role handling customer queries, request for information or additional data from the relevant business departments, troubleshooting problems to provide information and solutions for customers.  Delivering excellent customer service at all times.

Key Responsibilities: –

  • Handle incoming calls received via phone, or email in a professional manner at all times.
  • Review invoice queries for jobs completed as directed by the Operations Manager and Office Services Manager and report back with findings and potential resolution.
  • Ensure customer queries are dealt with in a professional and timely fashion
  • Gather data and information from all internal departments to satisfy customer requirements on demand.
  • Make outbound calls to update customers as defined by the Office Services Manager or as appropriate to meet business needs and requirements
  • Respond to customer enquiries effectively, providing accurate answers and solutions
  • Keep records of all conversations in a comprehensive way
  • Engage customers by going above and beyond
  • Maintain constructive working relationships with colleagues across different business teams to deliver the best outcomes for customers
  • Answering enquiries by clarifying issues, researching, and exploring answers to provide a solution – escalating unresolved problems
  • Use of knowledge base and other internal systems to keep up to date with current processes
  • Follow communication “scripts” when handling different topics
  • Ad-hoc duties as required ensuring the smooth running of the department

Person Specification: –

  • Must have the ability to empathise and listen actively to customer’s needs
  • MS Office skills
  • Strong customer service skills that go beyond scripts and prompts
  • Must have a natural flair for delivering good service to customers and able to use their own initiative.
  • Motivated by providing excellent customer service, resolving problems and achieving quality driven targets.
  • Good verbal and written communication skills
  • Strong team player, able to work well with others – offering support and seeking resolution and common ground, avoids conflict
  • Adaptable, willing to accept change and try new ways of working

Hours:  Monday to Friday 8.30am – 5.00pm (half hour for lunch)

Holidays:  22 days plus Bank Holidays

Company Pension Scheme

It is with regret that we are unable to respond personally to each individual application due to the high volume of CVs we receive on a daily basis. However, if you have not heard from us within 7 days, please take it that your application has been unsuccessful on this occasion.
This vacancy is being advertised by Fresh Recruit Ltd who are acting as an employment agency business.

Job Features

Job CategoryCustomer Services

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