Overview
Our client is a well-established company based in the Great Barr area of Birmingham. They are expanding and are seeking an experienced Customer Service Advisor to join their team. You will be the first point of contact that a client has with the Company, acting as a liaison to provide product and service information, answer questions and resolve emerging problems.
Responsibilities
* Manage and prioritise incoming queries via telephone, email, and CRM system
* Respond to customers in a timely manner
* Understand and fulfil customer requirements
* Remain up to date and knowledgeable on Company products and processes
* Be decisive in problem solving and know when to escalate the issue to someone senior or to management
* Direct prospects to the sales team when required
* Proactive in asking for customer feedback
* Deal with any complaints or grievances and safeguard the Company's reputation
* Keep accurate records and prepare internal reports and provide these to the Directors
* Collaborate with team members to ensure we are providing the best client experience
Within your role, you will be required to develop a deep understanding of customer requests and demands to ensure that you are able to retain clients and ensure they are receiving the best service. You will be provided with training, internally and externally, throughout your employment.
Keywords: CS, customer service, customer service advisor, Customer Service Representative, admin, administrator, administration, complaints, grievances, customer feedback, customers, Great Barr, Birmingham
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