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Customer Service Advisor

  • Location

    Bedford

  • Sector:

    Customer Service

  • Job type:

    Full-time Flexible

  • Salary:

    £19575.00 per annum

  • Contact:

    Madeline Blair

  • Contact email:

    madeline.blair@bluearrow.co.uk

  • Contact phone:

    01908 607 468

  • Job ref:

    JO-1901-1501

  • Published:

    about 1 month ago

  • Expiry date:

    2019-02-04

  • Startdate:

    2019-01-07

  • Client:

    #

Customer Service Advisor - Bedford - £19,575

Our client is looking for a customer focused individual to be the first point of contact for all Client and Customer Services queries. You will receive queries via telephone and email which must be logged, investigated and resolved as quickly and efficiently as possible. Liaising with Clients/Customers both internally and externally you will investigate and identify the root cause of any Service failure and identify and preventative and corrective action where possible. You will record all communication on the company CRM system to ensure we have full traceability of any Customer Service Query. Due to the nature of the services provided by resolution times are critical to ensure that end users are not adversely affected by service delays or failures.

 
Principal Responsibilities

Receive Customer and Client queries via telephone and email recording all required information correctly on CRM system.

Liaise with warehouse and transport teams to investigate the cause of any service failure and identify and correct actions.

Liaise with Clients and Customers in a courteous and professional manner, keeping them updated to manage expectations.

Record and process goods uplift and liaise with the Client/Customer as required.

Liaise with Key Account Managers providing information and support when required.

Process Order Upgrade Requests and ensure the correct party is billed

Log all complaints and forward them to the relevant individuals/departments

Maintain administration, filing and Client specific KPI's

When required attend internal and external Customer conference calls/meetings to discuss customer service issues.

Actively participate in process improvement projects

Identify and escalate any potential financial loss issue within the business

To ensure all applicable Company Quality procedures are followed at all times.

To undertake any reasonable request that maybe required by the business.

Key Skills - Essential

12-18 Months Customer Service experience ideally in a Contact Centre Environment

Ability to carry out investigations to identify root cause analysis

Good communication skills both verbal and written

A professional and courteous telephone manner

Competent in the use of Microsoft packages with strong typing skills

Ability to work under pressure and to strict deadlines

Able to work as a team or individually

Excellent organisational skills with the ability to prioritise

Good attention to detail

Strong accuracy and data entry skills

Passionate about good Customer Service


Please click & apply with a covering note, alternatively please email Madeline Blair madeline.b.a3427n0s83@bluearrow.aptrack.co.uk Or give us a call for more information - 01908 695 609