Customer Service Advisor

Job Description

Are you the type of person who strives to deliver exceptional customer service, in a fast-paced working environment If so, we want to hear from you.We currently have an exciting opportunity to join our Customer Services team in Parcelhub, Colwick Quays as a Customer Service Advisor.You will be dealing with a number of queries from or clients, their customers, and also the general public accessing our internal systems. You will be responsible for meeting internal SLAs on service, but also have the additional responsibility of ensuringthat all response times and standards are met in regard to communication with the customers.The role is to provide a proactive service, initiative is critical. You will be dealing with a wide number of customers which require customer service management on a day-to-day basis.To thrive in this Customer Service Advisor role, you will need to be able to read the situation and look ahead to get the query resolved with as little work as possible.What will set you apart in this role is an ability to read the situation, understand what the desired outcome is for our customer, and look to escalate a situation to the correct level and supply all required information to get the situation resolved.Key duties and responsibilities of a Customer Service Advisor:

• Ensure quality of customer services is exceptional
• Build up relationships with our clients and their customers
• Act on behalf of our customers as a first point of contact for all tracking/parcel queries from their customers or members of the public
• Ensure all SLAs are met
• Deal with high volumes of public emails and phone calls
• Provide a high standard of customer satisfaction and service to a growing client-base ensuring that an efficient, courteous, and professional manner is upheld at all times
• Track and trace pick-up and deliveries via phone, e-mail, or other necessary means
• Ensure that customers and public are updated at least every 24 hours or as and when necessary
• Handle and resolve client, customer, or public complaints
• Keep records of customer and public interactions, enquiries, and complaints. Everything to be logged on the in-house ticket system without exceptions.
• Any other work as required

This Customer Service Advisor role would suit candidates with experience in the following areas: Customer Service, Customer Support, Communication, SLAs, IT Literate, Word, Excel, Email, Telephony, Complaints, Administration. Benefits

• Enhanced Annual Leave entitlement starting at 31 days (including public holidays), increasing up to 36 days with long service.
• Access to our prestige Benefits and Rewards Portal: including discounts on high-street shopping, days out, entertainment, and food & drink, including popular brands such as Apple, Samsung, and Buyagift.
• Long Service Rewards: both financial and leave based.
• Health Cash Plan: in which you can get money back on health treatments such as prescriptions, eye care, dental, and more.
• Life Assurance Scheme: A scheme that may provide a lump-sum payment should you die whilst employed by the company.
• Career development opportunities: through E-Learning, Management Development Programmes, and Apprenticeships in which you can gain professional qualifications during working time at no cost to yourself.
• Access to a well-established Employee Assistance Programme provider, who provides support to our people and their families in areas such as their health and wellbeing.

And other excellent benefits youd expect from a market leader. Essential Skills

• Good communicator
• Good computer skills; Excel and Word skills
• Experience in customer services
• Organisational skills with strong attention to detail
• Ability to multi-task in a fast-paced environment
• Self-motivated
• Diplomatic and reliable
• Enthusiastic and effective team member

Desirable Skills Experience within the industry. About Company Whistl are a delivery management company providing efficient, high-quality, and competitively priced services across Business Mail, Parcels, Fulfilment and Doordrop Media both in the UK and internationally. Distributing more than 4 billionitems annually, we are market leaders in Downstream Access Mail (DSA) services handling over 50% of bulk business mail in the UK.Whistl is a Disability Confident employer and is committed to equal opportunities for all in all of our employment policies and practices.Due to the nature of our business, this role may be subject to a basic DBS check.

Keyskills :
CommunicationComplaintsCustomer ServiceCustomer SupportTelephonyEmailAdministrationExcelWordIT LiterateSLAs