Customer Service Advisor - Digital Contact Centre

£17000 per annum
22 Dec 2016
19 Jan 2017
Recruitment Genius Ltd
Public Sector
Customer Service
Job Level
Contract Type
Full Time
This is an opportunity to join the largest independent car dealership in the South West. The group consists of 4 branches, Brent Knoll, Lympsham, Weston-super-Mare and Bristol.

The group have 1500 cars in stock and sell 700+ cars a month. The working environment, whilst being very busy, remains relaxed, friendly and supportive.

Customer service is at the heart of the business and the group is proud that 95% of customers saying they would recommend this company to friends and family (figure Judge Services).

The Customer Services Team are responsible for handling customer enquiries into the business, which in the majority come from phone calls and emails. Each enquiry needs to be logged on the businesses CRM system (CloseIT) and allocated to a Sales Executive. You will also monitor the time taken for Sales teams to respond to enquiries and reallocate leads where necessary. This company sells over 700 cars a month and the Digital Contact Centre deal with on average a 120 customer enquires a day.

Customer Services is for many people the first contact they have with an employee of the business so the role requires someone which excellent written and verbal communication skills so that the professionalism of the business is maintained as all times. The person in this role will from time to time have to deal with complaints and must be able to remain calm under pressure.

Main duties include:
- Dealing with customer enquires; phone, email and live chat.
- Retrieving information from website and company stock database
- Entering data onto company CRM system
- Allocating Sales Executives with leads

Skills required:
- Excellent written and verbal communication
- Excellent computer skills
- Good numeracy skills
- Ability to organise workload
- Attention to detail

Person qualities required:
- Ability to work under pressure and remain claim
- Amiable
- Honest (Dealing with company sensitive data)
- Good time keeper

Approximately 48 hours a week. Working on a mixed shift pattern of: Monday to Saturday
0830 to 1800 or 1100 to 2000 / Sunday 1000 to 1700. Generally, there are 3 days off in every 2 weeks of work.

Required education:
- High school or equivalent

Required experience:
- Customer Service: 1 year
- Sales: 1 year

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