Alliance Personnel are seeking a detail-oriented and efficient Customer Service Advisor to join one of our clients based in Redditch. Initially, during the training period, office based but with time there will be opportunities to work partly from home.
The successful candidate will be working within Customer Experience Team. This role requires previous customer service experience, excellent verbal and written communication skills, strong organisational skills, attention to detail, and the ability to work effectively in a fast-paced environment.
Ideal candidate will be experienced in customer service, Microsoft Office as well as have excellent email and phone etiquette.
Hours of work: Monday - Friday 8.45am - 5pm
Duties
* To be the first point of contact for B2B customers, always remaining professional, showing empathy and providing the highest level of service to our customers
* To deal with all daily enquiries and/or concerns generated by customers & shops through phone contact or Email
* Build rapport with our customers through spending time with them, identifying their needs and engaging with them in such a way that they will want to use our B2B services.
* Suggest a variety of solutions to provide the customer with options.
* Provide a professional and timely response/resolve to customer concerns and enquiries
* To ensure calls are answered within the agreed SLA’s
* To actively seek to respond/resolve all enquiries & concerns within the set SLA’s
* To ensure that all customer contact is logged, as appropriate on the system
* To update the system with additional customer contact and log/conclude any enquiries/concerns in real time
* To liaise with key Support Centre teams, suppliers and legal sources to further investigations if necessary to resolve a concern or claim
* To ensure customer contact, if escalated is directed to the correct Customer Services Manager and/or department in line with the escalation policy
* Actively use customer concerns to convert customers to promoters and use every opportunity to ‘rescue’ sales where necessary
* To primarily support the B2B Customer Services Manager but also undertake such other duties appropriate to the post that may be required
Qualifications
* Previous customer service experience.
* Strong attention to detail and excellent organisational skills.
* Proficiency in using computer systems and software applications, particularly order management systems.
* Ability to work independently as well as part of a team.
* Excellent communication skills, both written and verbal.
* A proactive approach to problem-solving and a commitment to providing outstanding customer service