Customer Service Advisor

MIW Group Limited
Reigate, Surrey
£21000 - £27000/annum
15 Jun 2017
15 Jul 2017
Contract Type
Full Time
Responsible for providing front line customer service.
Answering incoming calls, emails, and web chats.
Raising faults and orders with relevant suppliers following agreed processes.

Upon logging all enquiries, faults and complaints ensure that key contacts are advised of expectations and lead times.

Ensuring that all queries are kept updated at regular agreed intervals.
The expectation is for verbal communication to be of paramount importance to encourage personal relationships, including key details, and any agreed dates/ timelines to be followed up in writing by email.

Manage allocated work pools - Ensure all work pools are managed following the most current process.

Communicate with management at agreed updates. Pro-actively manage CRM tickets.

Maintain effective communication with all customers/suppliers and partners.

Any communication either verbal or electronic needs to be kept updated within the company CRM database.

Ensure Customers/ suppliers and partners are dealt with in a professional polite and courteous manner at all times, dealing with enquiries within agreed timeframes and ensuring that these are met.

Ensure expectations are set and managed with customers.

Follow relevant communication and escalation paths with all Network Partners and Suppliers.

To be competent on all supplier portals and Communication Processes.
Ensuring you are kept up to date on all suppliers portals, identifying any issues that are present or may arise, effectively communicating with all Network suppliers.

Identifying any errors or potential pitfalls in the day to day operations, along with future possible issues that can affect the overall smooth running of the business.

Recognising when any ongoing issues or projects are going wrong or moving outside SLA/expectations, identifying issues and possible solutions then escalating this with the CS Manager or Team Leader in a timely fashion to resolve the matter before it becomes critical.

Complete daily tasks as required by the Management team, including Network Orders, Customer Faults and general customer enquiries.

Cross training on all company products and processes to reach expert level. Display a thorough team ethic to ensure that all orders, faults and enquiries are dealt with to the customer’s satisfaction. Upon placing orders or raising faults, ensuring an understanding of customer requirements before engaging suppliers.

Necessary Skills and Attributes:

At least 5 GCSE’s Grades at ‘C’ level or above.
Maths and English are the preferred subjects.

Industry Experience :

Minimum of 1 year’s telecoms/customer service experience.
Technical Skills.
PC literate.
IT Microsoft office proficient.
Exposure to databases preferred.
Communication Skills Excellent telephone manner.
Ability to communicate verbally and in writing in a professional manner.
Ability to listen and understand.
Good rapport building skills.
Effective Communicator

Attitudes and Behaviour:
Ability to work well in teams, self-starter, with a ‘can do’ attitude.
Practical, Organised with a keen eye for detail.
Organised and strong on follow up
Strong problem solving skills
A pro-active attitude.
Punctual with a good attendance record