Customer Service Advisor

Location: Batley

Salary: £12.50 per hour

Job Type: Temp to Perm

Hours of work: 37.5 hours per week Monday to Friday 9am-5pm, 1 Saturday on a Rotation (1 in 4 weeks). There is a requirement to cover some Bank Holidays.

Benefits: Pension, Holiday entitlement, overtime paid at a higher rate, discretionary company bonus, health cash plan, onsite canteen and free parking.

The Customer Service Advisor is often the first and last touchpoint of the customer journey, so ensuring a personal and seamless experience is essential. Unlike other Customer Call Centres, the role is not about getting through large volumes of calls; every customer contact counts and each one is unique. They want every customer to feel as though they are truly valued.

Main purpose of the role: The role will be varied; no one customer experience is the same. Your primary function will be to delight each and every customer through effectively managing their enquiries, issues or complaints in a calm and timely manner.

Key responsibilities:

• Deliver excellent customer service at all times.
• Utilising relevant data management systems to effectively service and record customer contacts.
• Communicating with customers both verbally and in writing to obtain accurate and relevant information, offering advice and support, and completing all accompanying administration.
• Resolving customer enquiries and complaints.
• Complaint handling including investigation and resolution.
• Produce written responses to customers.
• Process customer repairs.
• Process refunds and replacement orders.
• Handling of pre-sale enquiries, including advising customers across all product ranges.
• Inputting of mail orders.
• Handling internal queries from stores and home visit teams.
• Enhance the performance of the business by converting warm leads into either store or home visit appointments.
• Booking and scheduling of customer appointments.
• Booking deliveries onto the internal CRM.
• Investigating and locating lost stock at carriers and warehouses.

Position requirements/Qualifications:

• Previous experience of working in a similar role and a proven track record in successful Customer Services both telephone-based and via written communication.
• Previous experience in a customer contact role with call handling experience.
• Excellent telephone manner.
• Must be able to demonstrate resilience and be self-sufficient.
• Adaptable to change and good time management skills.
• Good IT skills are required including proficiency in Microsoft Office.
• Good listening skills and excellent interpersonal/communication skills.