Customer Care Advisor (Alloga)

Overview

Role Overview As a Customer Care Advisor, you will play a crucial role in supporting Cencora\’s third-party logistics service in the UK through our Alloga business. You will ensure that all orders placed at Alloga UK are processed accurately and efficiently, while resolving customer queries to deliver exceptional satisfaction.

Responsibilities

• Deliver outstanding customer care to ensure customer satisfaction and build long-term relationships.
• Stay informed about Alloga UK policies and procedures to provide accurate guidance.
• Escalate issues requiring special attention to your Supervisor or Manager.
• Answer all incoming calls within 7 seconds to ensure responsiveness.
• Manage all Alloga UK email inboxes daily to maintain timely communication.
• Collaborate with other Customer Care teams to provide seamless support.
• Prioritise and manage tasks effectively to meet client demands.
• Handle urgent and special order requests efficiently, liaising with operational colleagues as needed.
• Process all orders accurately and within agreed timescales in line with Standard Operating Procedures (SOP).
• Complete and share client reports daily, ensuring transparency and accountability.
• Communicate professionally with clients to foster strong relationships.
• Utilise Crystal and Portal 3 reporting systems to provide valuable customer and client insights.
• Collaborate with the Finance Department to resolve account or pricing queries.
• Process export orders and address EDI rejections promptly.
• Attend client meetings when required, representing Alloga with professionalism.
• Be open to undertaking any reasonable tasks as requested by Management.

Qualifications

• Minimum: GCSEs or equivalent in Mathematics and English.
• Desirable: National Vocational Qualification Level 2 or equivalent.
• Work Experience: Previous customer service experience is desirable.

Skills and Knowledge

• Strong numeracy and literacy skills to handle customer queries effectively.
• Proven ability to use initiative and work independently.
• Exceptional customer care skills to create positive experiences.
• Professional telephone manner.
• Proficient keyboard skills with meticulous attention to detail.
• Strong communication skills to engage with clients and colleagues.
• Intermediate knowledge of Microsoft Word, Excel, and Outlook.

Employment Details

• Salary £26,953.56 per annum
• Working Pattern 40 hours per week, working on a rotating shift pattern between the hours of 8:30 AM and 5:30 PM, Monday to Friday