Customer Service Advisor - Temporary - 6 months

01 Dec 2017
29 Dec 2017
Recruitment Genius Ltd
Public Sector
Customer Service
Contract Type
Full Time
To ensure holistic support to customers relating to order management, enquiry management and discrepancy management. Act as the customer's advocate to ensure that you and the business delivers a world class customer service experience to every customer, every time.

Key Tasks and Accountabilities:
1. Promptly manage customers and Area Business Manager's requirements by handling incoming communications, enabling them to act with speed and ease.
2. Ensure customer product and lead time requirements are met by ensuring the accuracy and timeliness of order entry.
3. Conduct rigorous daily open order management for all customer accounts so that best possible lead times are achieved, and customers are kept appraised.
4. Identify the key satisfaction drivers for your customers, aligning your work and the internal business to continuously, enhance service and customer satisfaction.
5. Make it easy and pleasurable for customers to deal with us: foster trust, open communication, and a positive 'can do' culture.
6. Build and nurture relationships with team, internal departments, and sales teams to ensure alignment to customer needs and a team approach.
7. Be the customer's advocate within the business, facilitating best in class service via all internal departments on our customer's behalf.
8. Support other team members, including the UK team and Reception, ensuring the Customer Service department optimises its resource to maintain continuity of service excellence at all times to all customers.

Acquire and hone a deep product knowledge to allow enquiry response, cross selling and substitution suggestions - thus maximising sales, service level and customer satisfaction.

Knowledge and aptitudes required:
- GCSE's or equivalent in Maths and English
- Fluency in English. European languages would be highly desirable but not essential.
- I.T literate. Capable of speed and accuracy of data processing
- Customer Services or customer facing experience essential

Personal Competencies:
- Self-motivated with a 'can do' positive attitude
- Excellent communicator in all mediums
- Attentive listener with high emotional intelligence
- Attention to detail orientation
- Friendly, calm and professional manner
- Ability to take the initiative and demonstrate adaptability
- Demonstrable time management and planning skills
- Ability to manage pressure and deadlines within a team environment, prioritising within a busy and changeable workload
- A natural trouble-shooter, collaborative in solving issues for your customer
- Continuous improvement orientated, deliver customer-focussed service innovation that enhances customer satisfaction

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