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Commercial Services Trading Ltd
,
Kings Hill, Kent
Customer Service Advisor
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Job Type: Full-time |
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Salary: £17,687 per annum |
Overview
We have some exciting opportunities to join our Customer Services team as a Customer Service Advisor in a growing Energy Division in Kings Hill. A Customer Service Advisor is accountable for managing all customer telephone and email enquiries, resolving customer queries efficiently and providing a first class customer service experience. Customers will be provided with a first time resolution whenever possible. In instances where a query is required, this will be proactively managed by the Customer Service Advisor to ensure that a resolution is achieved, within the customer’s Service Level Agreement (SLA). The Customer Service Team is responsible for creating an all-round first class customer experience through proactive communication and working across other teams where necessary. Key Duties Be responsible for answering customer enquiries via incoming calls and emails and resolving in a first time response where possible. Log all queries in GEMS that are unable to be resolved in first response. Follow the query best practice to successfully manage and resolve queries within the SLA timescale for each query type. Where another team is accountable for resolving a query, ensuring the necessary information is transferred to them fully and efficiently to allow them to promptly resolve the query. Challenge the status quo and work with the suppliers to explore and investigate all possible solutions to obtain a query resolution within SLA and best outcome for the customer. Utilise the supplier working meetings to build rapport and relationships with suppliers and actively progress and resolve queries. Identify and assess customers’ needs and requirements to achieve satisfaction. Build sustainable relationships and trust with customers through open and interactive communication. Be proficient with the Customers SLA and the understanding of both LASER and Customer responsibilities to ensure the service deliverables are met. Follow communication procedures, guidelines and processes to ensure you are providing consistent, concise and regular internal and customer communication. Handle customer complaints, provide appropriate solutions and alternatives and follow through to resolution. Work closely and proactively communicate with the billing lead and portfolio administrator to ensure that KPIs are achieved each month for your customers. Manage inbound written customer correspondence (for example, provision of meter readings). Develop a strong understanding of the Energy Industry and its processes to become an industry expert and trusted customer’s services advisor. Identify and put forward suggestions for process improvements across the team and LASER as a whole Such other duties, commensurate with the grading of the post that may be assigned by the line manager or their nominee.