Customer Service Advisor (Call / Contact Centre)

NETWORX ,
Sheffield, South Yorkshire
More Details
Job Type: Full-time
Salary: £18,000 per annum

Overview

Customer Service Advisor (Call / Contact Centre) Sheffield £18,000 - £22,000 (Pro Rata for part-time) Full / Part Time hours available (21 hpw for part-time) Our client is looking for a Customer Service Advisor to provide a first line customer support service to users throughout the company. You will develop relationships with stakeholders, manage and resolve customer queries within agreed timescales and pro-actively ensure all customer information is maintained on their in-house systems. You will also liaise with regional colleagues to ensure consistency in the resolution of client queries. Key responsibilities and duties: Ensure that warranties and the crediting of returned goods are all processed within the agreed business timescales Respond to customers’ needs by investigating technical difficulties and customer enquiries Take ownership of customer queries and manage them through to resolution - live the 'customer user journey’ Use best practice questioning techniques when dealing with sensitive customer queries and respond empathetically Ensure calls are answered within the agreed time scales and escalate high profile issues using the agreed business escalation process Ensure digital systems are tested prior to releasing new features to their customer base Provide first line help and technical advice to customers over the telephone, by email or face-to-face Liaise with the 2nd line support or internal teams to resolve any system & order topics experienced by their customer base Produce monthly updates detailing customer and system progress and updates Ensure customer contact information is maintained and secured on internal systems and applications Maintain and improve performance to meet or exceed business KPI’s Adhere to all best practices in line with agreed SLA’s Maintain and develop existing relationships with their customer base Support the Customer Experience Strategy via their digital channels and customer base Identify and communicate any development opportunities to the Customer Service Team Leader Own personal development and support the development of others within the team Engage in regular 1-1 meetings with line manager Their Customer Service Advisors need to have recent customer service experience, ideally from within a Contact / Call Centre environment and you will have good IT skills, in particular Excel. Experience from with the automotive or similar industry would beneficial however this is not essential. When you join this Company, you become part of an innovative and forward-looking company, with a reputation for service excellence. To be the most trusted distributor and a leader in customer service, they need their employees to share their passion for service excellence and be ready to go the extra mile for the customer. Upcoming Assessment Dates: Part time - Thursday 27th February Full Time - Friday 28th February

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