CUSTOMER SERVICES ADVISOR
Job Role:
The primary objective of a Customer Services Advisor is to deal directly with customer queries and fault requests for both e-commerce business and a warranty service for a global manufacturer. Deal with customer queries on social media, telephone or email, ensuring that calls and emails are answered in a fast, efficient and professional manner in line with business process.
Key responsibilities:
- Hours of shifts are scheduled between 08h45 – 17h30, 40 hours a week, Monday to Friday, working every 3rd Saturday
- To answer incoming calls and respond to cases via email whilst maintaining a rapid response rate according to agreed standards
- Log information on calls received and maintain detailed and accurate records. Maintain and update the customer case efficiently and effectively
- Provide product information, replacements and replacement parts along with technical information on products and handle queries
- Processing telephone sales orders
- Operate a variety of standard office machines including a personal computer
- Communicate and liaise verbally between customers and staff and interpret and respond clearly and effectively to spoken requests over the phone and to verbal or written instructions
- Maintain regular consistent and professional attendance, punctuality, personal appearance, and adhere to relevant health and safety procedures
- Pursue personal development of skills and knowledge necessary for the effective performance of the role
- Adhere to stated policies and procedures relating to Health & Safety and Quality Management
- Any other tasks deemed by the Company to be necessary for the successful completion of the role
Person Specification:
Skills/experience:
- Excellent telephone manner
- Ability to remain calm under pressure
- Ability to negotiate workloads and a good time manager
- Ability to work on own initiative and still remain part of the team
- Computer literate
- Excellent communication and problem-solving skills
- Social media experience handling complaints and queries would be beneficial, but not essential
- Confident individual with customer service experience, preferably in an online retail environment
Disposition:
- Methodical and organised way of working
- Sense of humour
- Willingness to display flexibility in working hours as occasions may sometimes demand
Please click APPLY NOW to submit you CV and cover letter.