Customer Service Advisor

Job Description

Juice is delighted to be working with a market leading provider of work wear in the UK with a 160 year history. The business is both enjoying and focused on further strong growth in both domestic and international markets.The Customer Service Advisor, will ensure smooth customer service of key accounts on a day to day basis and in addition will support the Customer Operations team with projects.As a self-motivated and proactive individual your role will be to provide an outstanding level of customer service by understanding each customers account plan to provide the relevant service experience whilst maximizing revenue at every opportunity.Key Responsibilities: Respond pro-actively to achieve first contact resolution of all enquires through a professional, approachable and warm service to deliver the KPIs. Understand the customer needs to identify opportunities to add value to the interaction. Understand the wider company sales strategy to recognise sales leads and escalate as appropriate to support specific account plans. Establish and build effective working relationships with both internal and external customers, demonstrating excellent communication skills. Support team development by participating in ongoing personal learning & development and training colleagues as directed by your manager Work as part of the team to meet customer delivery expectations as part of the key account plan and strategy Pro-actively use product knowledge to support serviced delivery e.g. suggesting alternative product to meet delivery dates. Deal with conflict confidently to resolve customer queries and complaints whilst adhering to company policies and procedures. Process orders accurately and securely. Process and resolve service failures as a priority to support delivery of the teams KPIs. To be flexible and adaptable, pro-actively supporting continuous process improvement that ensures a first class service. Ensure stock and delivery information is provided in a pro-active and timely manner Take ownership of service delivery by liaising with other internal departments to provide timely information for the customer Any other duties which may reasonably be requested from time to time.Skills, Competencies and Qualifications: Proven customer service is essential. Excellent communications skills both verbal and written. Demonstrable sales skills including switch and ad selling. Commercial awareness to support business focused decision making. Proactive, problem solver. Numeracy. Organisational skills, including prioritisation that enables the business to meet its SLAs Proven ability to build rapport with customers and ability to confidently manage challenging scenarios through varied media channels i.e. phone and e-mail and web chat. Aptitude to learn Attention to detail and accurate data entry. Good knowledge of company processes Computer literate with confident systems knowledge including Microsoft Outlook and Excel and experience of CRM systems. Team player supporting the delivery of the targets and development of colleaguesHours: Monday - Friday 9:00AM - 17:30PMDuration: 3 Months with the potential to go permanent

Keyskills :
Customer ServiceCustomer Service Operations