Customer Service Advisor

Customer Service Advisor

Job Description

Job ID: 9654
Job Function: Operations
Job Term: Permanent
Job Region: UK & Europe
Posted Date: 3 Jun 2021

Job Overview

We are looking for a Customer Service Superstar to provide front-line “helpline” response for all types of request for customers of clients supported by the department and also:

  • Management of customer order pipelines
  • Management of customer returns pipelines

Job Responsibilities

Provide first line support to all customer queries received via phone and email around:

  • Delivery / Returns issues
  • Order management process
  • Stock availability
  • Urgent/critical requests
  • Service recovery issues
  • Ad hoc requests
  • Case creation & ownership within CRM system to ensure all queries are managed through to completion in line with agreed SLA’s
  • Root cause identification logged against the case in CRM
  • Liaise with internal teams to ensure first time resolution
  • Pro-active communication with the customer to ensure they are updated on case progression
  • Customer level reporting as required

Qualifications and Skills

  • Must be a superstar on the phones and pride themselves on delivering first class customer service
  • Must enjoy the administration side too
  • General experience with software such as Microsoft Office
  • Web based ordering systems experience is beneficial
  • Educated to at A Level is desired
  • If you have experience in supply chain/logistics, this is a bonus!
  • If you have dealt with complex call enquires, this is also a bonus!
  • Must have worked in a fast paced environment and ready to get stuck in
  • Excellent telephone manner and like to support the customers

Job Location


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