We are looking for a Customer Service Advisor to join our team who will answer customer enquiries and resolve customer issues in an efficient and timely manner.
Handles requests from customers in a local site/depot or branch environment. Includes new account and pricing set up, order entry and queries and internal communication with operations and sales teams
Raises manual notes for permitted scenarios and updates Manual Log
Raises credit notes adhering to the credit note request procedure
Takes payments from customers and reconciles banking for gas and equipment
Calculates commission payments to agents and makes adjustments to cylinder holdings
Completes manual template to create Proforma Invoices as required
Provides rapid resolution to issues and assesses when a contact requires escalation or referral to an expert
Develops and maintains knowledge of products, services and systems as required
Identifies sales opportunities for referral to the sales team
Develops strong long term relationships with customers and agents to fully understand their needs
Provides proactive service to select customers based on outbound contact
Manages work within KPI / target framework to optimise customer experience and productivity
Process cash and card payments over the counter securely and responsibly
Take initiative by informing regular customers of new products or services and price changes
Listen to and resolve customers' complaints regarding products or services
Answer customers' questions about merchandise and advise customers on merchandise selection
Be instrumental in accurate and timely stock counts
Confident and clear communication skills across all contact channels
Capable of prioritising workload and solving problems
Able to remain focused in a busy telephone environment
Willingness to learn about industry, products, customer and agent requirements