Posted: 12th May 2020
Salary: Up to £9.20 per hour
Reference: BMTH - TPCUS
Customer Service Advisor (Temp to Perm)
Our client is an established business who are a market leader in their industry. They are looking for Customer Support Advisor’s to join their exceptionally busy team. The company pride themselves on their working culture and there are some great progression opportunities. This is likely to be a homeworking role to start off with due to the current Covid-19 situation and working apparatus will be home delivered.
To be the first point of contact for customers and deliver an exceptional customer experience in order to ensure they are retained and acquired.
Be an advocate of multiple brands and contribute to the financial viability of the organisation through upselling service plans, valued added services and payment schemes to customers.
The scope of the role is a nationwide customer and wholesaler base, across all retail service functions including; billing, correspondence, complaints and multiple contact methods.
To deliver an exceptional customer experience for all customers across all customer touch points and contact methods to ensure customers remain with our organisation as their preferred retailer of choice.
Undertake customer switching activity for both incoming and outgoing customers in line with procedures and Service Level Agreements and ensure the transition is smooth and right first time.
Respond to each contact appropriate to the customer and flexing the approach appropriately to align with the relevant brand standards and customer segmentation.
Answer and resolve customer enquiries and complaints in an efficient, courteous and professional manner, delivering exceptional customer service at all times delivering a first contact resolution service.
Liaise with other departments to facilitate seamless customer management
Data entry and systems interrogation using customer service database and customer handling software tools.
To proactively suggest changes that will result in improved customer service and satisfaction levels.
To build rapport and have the ability to adapt and respond to a number of varying queries from customers and colleagues.
Process customer payment and respond to payment and bill queries right first time
Maintain the customer relationship database in a timely and accurate manner to provide the highest quality data which allows customer insight to be derived.
Proactively case manage customer requirements and liaise with the relevant wholesaler, account manager or contract supplier owner to ensure effective and timely resolution is achieved each time for our customers.
This is a fantastic opportunity to join a fun and friendly team and when the office is back up and running, you will be offered free tea and coffee as well as fresh fruit on a daily basis. Missed breakfast? Chill out in the kitchen area and make yourself something with food provided free of charge!