Customer Service Advisor

Job Description

The Role: Provide a comprehensive customer focused and timely response to incoming calls & emails from a range of National account and franchisee clients To act as first line response to orders, inquiries, questions and complaints, troubleshooting problems where appropriate and providing detailed information to clients in a timely manner Ensuring client details are input into the system accurately, and maintaining comprehensive information which is fit for purpose, in the relevant system; To make outbound calls where necessary and as agreed; To work collaboratively with other Customer Service Advisors to ensure that information relating to clients is accurately captured and maintained; To develop a comprehensive knowledge of terms of business and service level agreements of each client / Franchisee within area of responsibility; To escalate any issues which cannot be resolved a more senior manager To handle telephone calls & emails in a prompt, timely way, in accordance with client service level agreements, aiming for "first time" resolution. Where first time resolution cannot be achieved, managing expectations of the client or Franchisee by informing them of the next course of action, with appropriate timescales. To research a range of electronic and paper-based documents and resources to develop knowledge of service level agreement and client requirements. To ensure that all contacts meet the minimum behavioural and content standards required by the company and other Franchise Brands Companies. To aim to resolve client complaint and escalations first time. Where necessary or appropriate, provide clients with details of other products and services. To systematically ensure that client information is added and maintained in relevant system, managing time effectively to ensure that all information is capture in a timely way and is available to other Customer Service Advisors. To ensure that there are appropriate contingencies in the event that you are not able to answer contacts within the scope of the service level agreement (i.e. re-routing calls to colleagues or escalating if necessary). To ensure follow up calls are made, where necessary, to give updates to clients when needed or pre-agreed. To document all contact information according to standard operating procedures. Any other duties commensurate and within the general scope of the level of the role and as directed by a more senior manager or colleagueRequirements: An excellent knowledge of MS Windows, email and Internet (broadly equivalent to ECDL). Knowledge of call centre environment. Understanding of customer focus and customer service standards / KPIs. Knowledge of office processes and procedures, particularly related to call centre environments. Sound experience of providing a customer focused service over the telephone. Experience of working in a busy call centre environment, with a large volume of calls Experience of "up-selling" or providing further recommendations. Excellent verbal and written communication skills Ability to function effectively in busy call centre environment Ability to simplify complex information to non-technical callers Ability to multi-task and prioritise Advanced IT and telephone skills Focused on delivery Customer focused Problem solver Clear communicator Professional Aware of professional boundaries Collaborative Team player

Keyskills :
Call CentreCallsCustomer ServiceMS programs