Customer Service Advisor
||Our client, based in Bagshot, is looking for a full time Customer Service Advisor.
DEPARTMENT: Customer Support Centre
REPORTING TO: Assistant Customer Support Manager
To achieve sales targets through the delivery of excellent customer service, ensuring the customers needs are at the centre of what they do.
The Customer Support Centre is open 7 days a week handling new prospect enquiries from customers, along with handling existing customer enquiries.
Weekends will generally operate on a 1 in 3 basis.
This role is offered on a 5 out of 7 days shift basis.
Examples of the likely shifts for this role:
Monday to Friday
Contracted hours: 7.5 hours between 08:00 20:00
Shifts: 08:00 16:30, 09:00 17:30, 09:30 18:00, 10:00 18:30
Contracted hours: 7.5 hours between 08:00 18:00
Shifts: 08:00 16:00, 09:00 17:00, 10:00 18:00
Contracted hours: 6 hours between 09:00 17:00
Shift: 09:00 17:00
Monday to Friday most shifts will be between 08:00 18:00.
Handles in-bound calls from prospective customers, establishing their storage requirements, offering a relevant solution and gaining them as a customer.
Supports existing customers through their storage journey and exceeds their expectations at every opportunity.
Maintains a positive, friendly and flexible approach, demonstrating commitment and initiative and supporting others to achieve the same.
Acts on feedback, implementing change to improve performance, whilst seeking opportunities to develop.
Supports colleagues to achieve team goals, shows a genuine interest in others and takes time to have fun and celebrate success.
Demonstrates excellent telephone skills through building rapport and showing empathy and understanding of the customers circumstances.
Maintains an up to date knowledge of current policies and procedures, ensuring a knowledgeable service is offered at all times.
Achieves individual and team sales targets on a consistent basis.
Supports the team to promptly complete additional duties, including on-line call back requests, processing on-line merchandise orders, responding to customer e-mails and processing refunds.
Completes customer contact notes promptly and accurately.
Experience of providing a high level of customer service
Has worked in a sales focused environment and has taken responsibility for driving sales
Experience of carrying out administrative duties
Experience of working to targets and Key Performance Indicators
Call Centre/Contact Centre experience
Knowledge and Skills:
Excellent IT skills, competent in using Microsoft Office (Word and Excel), E-mail and the internet
Able to type quickly and accurately
Ability to work on own initiative and as part of a team
Able to multitask
Excellent time management and organisational skills
Demonstrates excellent communication and interpersonal skills
Has a good standard of numeracy and literacy
Is accurate and shows attention to detail
Is flexible to work five out of seven days on a rota basis, in accordance with the opening hours of the department
Is able to work on weekends and Bank Holidays on a rota basis
Has a current driving licence and owns a car
Is flexible to work outside of normal working hours, when required
GCSE level education (or equivalent) including English and Maths
Own transport required due to shift pattern
This role would suit someone from a Customer Service or Call Centre background
Index Recruitment is acting as an Employment Agency in relation to this vacancy.
If you would like to apply please send your CV to firstname.lastname@example.org together with your salary requirements, notice period and reasons for leaving past and present employment.
"Due to the high volume of applications we currently receive, we are unable to respond to all candidates. If you do not hear from a Consultant within 5 working days unfortunately you have been unsuccessful on this occasion".
£20.5k + bonus & benefits
Wednesday 13th September 2017