Customer Service Advsior

Job Description

The role: Customer Service AdvisorJob Type: Permanent, Full time office based Monday-FridayAs a Customer Service Advisor you will work as part of a centralised Customer Service and communications team and closely with internal functions such as Service Centre Managers, Field Sales Resources and Functional leaders on growth and retention strategiesby providing complete and appropriate washroom hygiene solutions for every existing customer and prospect to boost retention and top-line revenue growth and margin improvement.The Customer Service Advisor ensures accuracy of entry of customer data and orders and working with operational service centres to ensure that the operational teams can plan their services, install, removals and repairs on washroom equipment to the customerssatisfaction.__________________________________________________________________________________Key Responsibilities

• Manage existing client relationships by making and taking client communications, either by phone or email.
• Act as the interface between Sales, Operations Finance functions and our customers.
• Plan, schedule and facilitate customer care appointments using the sales process and defined pricing and policies maximise retention performance, growth potential and reduce revenue losses in the assigned customer base in line with company expectations.
• Works closely with immediate customer service colleagues, sales, and marketing leadership teams, as well as regional Service Operations, Credit Control, Billing and IT to enhance the service offering available to their portfolio of customers.

• Use SFDC and other company defined IT systems to effectively manage customer query resolution cases, pipelines, report activity, track sales, send contracts to clients, book appointments and communicate both internally and externally in a professional manner.
• Ensures all data which is inputted is accurate specifically when completing tasks such as order creation, customer instruction details, customer account creation and invoicing requirements.
• Attend internal meetings and trainings fully prepared with relevant current data on customer demand requirements and market opportunities, promoting a positive and professional customer orientated approach Investigate, analyse, and resolve customer satisfactioncomplaints and service issues from assigned accounts and manage the cancellation applications and log in accordance with company processes and policies.

Additional ResponsibilitiesTo drive customer focus and ownership throughout the business to ensure the speedy resolution of customer queries.To consistently follow the business process when updating business systems and records to ensure customer details are kept accurate and up to date.To highlight any areas of non-compliance to the appropriate Functional Managers so that these can be managed in a consistent manner.To build strong relationships with all colleagues and internal customers to ensure that all external customers experience excellent levels of service.To achieve the agreed administration KPIs and standards setKnowledge and ExperienceEssentialAdministration experience in a Sales or Customer facing Contact Centre environmentExperience in the consistent use of different systems and Microsoft software packagesExperience in the ability to meet robust targets that focus on customer care and attention to detail.DesirableAble to understand Sales related IT systems (Salesforce.com) and use them effectively to manage pipelines and sales activity.Outbound calling soft selling skillsSkills RequiredSelf-motivation and confidenceExcellent communication skills to include written and verbal skills.Passionate about putting the Customer first with a positive and friendly attitude.Ability to demonstrate the use of basic sales skills especially but not limited to listening, questioning, summarising, providing, negotiating, closing and handling customers concerns.Skilled in building and leveraging relationships over the phone.Understands and uses good account management, communication, problem solving, negotiation and interpersonal skills.Ability to converse confidently with external and internal customers (i.e., speaking clearly, listening, comprehending, and interpreting).Ability to multi-task and be resilient in a high pressured and fast paced environment.Excellent attention to detail and accuracy focus in all types of administration.Please put your home postcode on your CV when applying. Our recruitment tech uses this to make sure your CV is reviewed by the relevant consultant, for the relevant job(s), in the relevant geography.Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.If you would like information on how we will process your data please go to our website (macildowie.com) and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidatesthere is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We cant provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise.Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majorityof the regions premier employers. To search for all of our live jobs please visit us at macildowie.com.