Customer Advisor

Customer Advisor
Slough
12 Months Maternity Cover, Full time 37.5 hours per week
12.58 - 14.50 Per hour dependent on skills and experience
Working Hours: Mon-Fri 8:30am-5pm
ASAP Start

Our client, one of the world's leading industrial companies are currently recruiting for a Customer Advisor to join their busy team in Slough.

Role Overview:
To provide a superior level of customer service to all customers contacting the Technical Advice Centre and complaint resolution via various platforms including social media. Championing the voice of the customer ensuring all customers are properly managed and their feedback shared with the business, to improve products for the future. Managing your own time with up to 80 open complaints at any one time, whilst managing complaint costs in a fast paced and pressured environment. Negotiating complaints worth thousands which could have legal involvement along with multiple stakeholders.

Role & Responsibilities:

• Deal with any customer query relating to their current or possible future needs. Sharing customer trends in feedback to develop improvements in future product and service offering.
• To ensure all open complaints are contacted at the set frequency to maintain ownership and the customer expectation.
• Record all data on CRM accurately according to the needs of the business.
• To be prepared to make decisions, agree and negotiate settlements that could be worth thousands of pounds. Ensuring the appropriate level of sign off is agreed throughout the process.
• Understanding the risks involved with handling social media interactions, with a unique style of writing and responding on a social platform within agreed timeframes.
• Communicating with third party suppliers regarding any queries either party may have regarding products or orders placed.
• Organising laboratory testing to help resolve customer complaints by means of samples.
• Placing literature and sample orders
• Respond to all customer feedback generated via Survey Monkey
• Report any website errors to the appropriate teams
• Adhere to all HSE and clear desk policies.
• Understanding the importance and risks that are associated with customer HSE complaints. Managing the HSE Alerts process in each case.
• Keeping up to date with product knowledge and any current product resolutions.
• The ability to manage a difficult customer; able to diffuse a situation and propose a suitable resolution. Whilst remaining calm and not taking and comment from the customer personally.
• In the role the Advisor needs to be able to handle the pressure of workload and stresses that come from a high pressured customer contact environment.

Using your excellent communication and customer service skills, the Customer Service is responsible for:

• Providing our customers with expert technical advice, including specification advice on all decorative brands & products. Able to identify complaints and issues that may be potentially sensitive or may risk the businesses reputation and highlight to the crisis team as appropriate.
• Turning complaints into opportunities & maintaining ownership at every opportunity, whilst proactively promoting products and services.
• You will also be responsible for agreeing & negotiating settlements that are satisfactory to the customer and appropriate to the business.
• To interact with customers over the phone, in writing (letters & emails) and on social media platforms
• The ability to effectively communicate different types of technical reports to all types of customers, in a way they can understand.
• Being a team player and assisting your colleagues where necessary with day to day administration tasks, including allocation of post, filing, processing free of charges, courier requests and logging complaints.

You will have an excellent understanding of IT packages, ideally including SAP, Word and Excel and previous customer service based environment experience to include inbound and outbound phone contact.

If you feel like this could be the role for you, click 'apply' today!