Customer Service Advisor / Customer Services Executive

Location
Newcastle-under-Lyme, Staffordshire, England
Salary
Negotiable
Posted
24 May 2019
Closes
21 Jun 2019
Ref
SFCS-08
Contact
Bluetown Online
Contract Type
Permanent
Hours
Full Time

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.