Job Advert
To represent Cellmark by telephone and provide customers with a helpful and efficient administrative service, thereby ensuring good customer relationships and the achievement of annual sales targets.
Reporting to Customer Service Advisor Team Leader
Key Responsibilities & Accountabilities
* To represent Cellmark services to existing and potential customers, providing advice and explanations of the process and administrative procedures in a friendly and informative manner.
* To obtain market information and increase sales by calling existing customer groups (solicitors, advisory services, doctors), and potential customers who have registered their interest by responding to marketing activities.
* To input customer details and case data into the computer with a high level of accuracy so that laboratory systems and letter programmes can operate efficiently, and customer confidentiality can be maintained at all times.
* Able to create accurate written communication in response to customer enquiries
* Maintain a high degree of customer confidentiality at all times
* Liaise with customers regarding appointments, kits and payments
* To ensure that cases progress in a timely fashion by checking case information and following up with customers by letter or telephone
* To answer questions about the progress of a customer's case by referring to computer and file records and through liaison with laboratory staff, where appropriate, in order to provide a timely and efficient information service to customers. Where necessary CS Advisors may be required to pacify disgruntled customers.
* Maintain a calm and professional approach when dealing with customer complaints and sensitive situations
* Develop proficiency in all team activities to become multi-skilled
* Participate in projects and meetings to identify process improvements and share best practice
Qualifications & Experience
* Educated to at least GCSE level, one of which should be grade C or above in English and preferably to A level with a science qualification
* Administrator with significant administrative experience
* Telephone based Customer Service experience
* Some experience of promoting a product or service over the telephone would be an advantage
Person Specification
* Working in a team
* Sensitivity and empathy in dealing with issues which are complex and emotive
* Have a patient and flexible approach when dealing with complex and immigration cases
* Numerate and literate
* High level of accuracy and attention to detail
* Works in a well-structured and ordered fashion
* Flexible and able to handle a range of tasks
* Calm and composed in busy times
* Confident and skilled telephone manner
* Telephone sales skills
* Foreign languages an advantage
* Ability to remain impartial
Hiring Manager Lisa Elliott - Client Operations Manager– Civil Law Cluster