Customer Service Advisor

Customer Service Advisor
Contract: Full-time, Permanent (Mon-Fri 9 am - 5 pm)
Salary: Competitive
Location: Norwich

We provide professional consultation and support for Organisations that require a hassle free and cost-efficient route to ISO Certification. We have proudly been delivering internationally recognised Management Systems for over 25 years, with the aim of 'making businesses better'.

Our growth plans are ambitious, and we're part of the private equity owned Citation Group. Our customer base has grown significantly over the past few years and this growth will continue - that's where you come in.

Key tasks
* Speaking with customers via telephone and email to book appointments, working to internal targets e.g. sat appointments, capacity and appointment lead time
* Validating client contact details
* Booking appointments into Field Staff diaries
* Assessing the skills and location of the Field Staff to ensure the right Consultant attends a client visit (considering skillsets and mileage)
* Dealing with client objections and challenges to retain diary appointments wherever possible
* Identifying customer issues and providing appropriate solutions, referring them to the Diary Operations Manager when necessary
* Identifying and referring any up-sell/cross-sell opportunities.

Who are we looking for?

* Excellent communication skills (both verbal and written) and a polite and friendly telephone manner
* Good organisational skills and the ability to multi-task and prioritise
* Must be computer literate
* Excellent attention to detail
* Negotiation skills
* Able to work under pressure and react to change in situations/client objections i.e. cancellation of appointments
* Accurately input information in a timely manner
* Geographical knowledge advantageous, but not essential.
* High levels of organisation, diligence and flexibility, being able to adapt to deal with all kinds of clients and situations
* Confidence and positivity
* Can do' attitude, embracing changes and continual improvement

Here's a taste of the perks we roll out for our extraordinary team members:
* 25 Days of Holiday: We're talking sun-soaked beaches, snow-capped mountains, or simply your favourite cosy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
* Birthday Bliss: Your birthday isn't just another day on the calendar; it's YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
* Post-Wedding Bliss: Newlyweds, we've got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
* Growing Families: We're all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.
* Healthcare cash plan: Your well-being is our priority. That's why we offer private healthcare to ensure your peace of mind and keep you feeling your best.

Hit Apply now to forward your CV.