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We have a great opportunity for an experienced Customer Service Advisor, to work on site Monday to Friday, 37.5 hours per week.
This is a fast-paced environment, with new exciting challenges every day. Our client prides itself on the great teamwork within the team.
Key responsibilities:
Receive and record in a correct and precise manner, onto a computerised system, internal and external enquiries resulting from the services provided by the Organisation .
Ensure that all enquiries and problems are answered promptly, investigated and resolved, within the Customer Service guidelines and Standing Financial instructions.
Identify customers' unsatisfied lines and action in accordance with individual customer requirements.
Make decisions on and process customer requests for direct issues, special picks and emergencies, liaising with all associated departments.
Liaise with customers and manage return requests, making decisions on the timescale, value, suitability and possible reallocation of the same, within Customer Service guidelines.
Investigate missing orders and where necessary authorise customer credits or declines within a given limit.
Develop the relationship and lines of communication between the Organisation and customers.
Advise customers of suitable alternative products and place orders where necessary on their behalf.
Support Inventory in managing all stock levels by targeting and contacting potential customers.
Ascertain likely stock requirements from new customers, and changing needs for existing customers, to ensure product availability.
Deal with and resolve customer complaints relating to products unfit for purpose and/or within warranty periods, liaising with all associated departments and organisations.
Promote products and services to existing customers and end users.
Act as a point of contact between internal departments and customers, ensuring information is disseminated to both.
Update and manage the customer profiles on the call management system.
Proactively manage and liaise with customers regarding potential detrimental changes to normal service.
Assist in maintaining own and others Health, Safety and Security.
Contribute to own personal development.
Ensure own actions support equality, diversity and rights.
Other duties within the general scope of the post and appropriate to the grading as may be required from time to time.
Skills/Knowledge/Experience:
PC literate
Previous customer service experience desirable
Work on own initiative
Problem solving ?Communication
Planning & Organising
Confident
Pleasant, helpful attitude to all internal and external customers
Belief in our service and its benefits to our customers
Qualifications:
GCSE/O Level English or equivalent desirable
Circumstances:
There is a requirement for a flexible approach to working in this role.
