Call Centre and Customer Service

Customer Service Advisor / Customer Services Executive

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Job Title: Customer Service Advisor

Location: Newcastle-Under-Lyme

Salary: Negotiable plus bonus after 6 months

Job Type: Full Time, Permanent (40 hours per week)

The Company is a successful UK on-line business which has its own distribution warehouse in Newcastle under Lyme.

The Role:

  • To effectively answer inbound calls and deal with customer queries and orders.
  • To respond in a timely manner to any customer enquiry/contact form and resolve query on first response,
  • To offer an exceptional service to customers and take ownership and accountability for each call/ticket
  • To provide an acceptable resolution to customers when dealing with complaints
  • To effectively deal with Suppliers and Couriers regarding products, stock, delivery & collections and queries
  • To offer expertise to customers on all product related information

Key Responsibilities:

Sales & Profit

  • Follow call structure to improve sales and upselling of key products
  • Ensure all abandoned calls are responded to within set SLA
  • Improve phone order conversions through relevant and effective training
  • Ensure faulty product is logged to enable Product Admin to recover costs from supplier
  • Negotiate with supplier on good will gestures for customers where we have not achieved standards or SLA’s

Customer Insight & Experience

  • Ensure an exceptional level of service for the customer
  • Improve customer journey and experience in the call centre environment
  • Take ownership and personal responsibility for solving customer concerns
  • Always act in an efficient, friendly, flexible and professional manner
  • Understand the needs of the customer by listening and asking relevant questions
  • Always focus on improving Independent reviews and ensure an acceptable outcome is reached
  • Ensure customer complaints are dealt with swiftly and as a priority
  • Display empathy to customers in the event that the process does not go according to plan (shortfall in service)

Operational Delivery

  • Adhere to all working policies and operate within a framework of guidelines
  • Display ownership and accountability when dealing with customers, suppliers and couriers
  • Ensure full and concise notes are entered in to an order to avoid any doubt on actions taken
  • Review product offering, promotions and offers to ensure fully equipped to deal with sales and service
  • Ensure full knowledge on all brands, product offering and fixing instructions in order to fully service the customer
  • All calls answered and contact forms/tickets actioned within agreed SLA’s
  • Strive to achieve targets and ensure KPI’s are met

People Development & Learning

  • Identify and or recommend any new services or processes that may improve service levels or reduce costs to the business
  • To act as a buddy for new starters and assist with basic training needs
  • Identify own training requirements for product and customer service and maintain continual personal development
  • Recognise, praises and encourages others to perform to the best of their ability
  • Challenge self to deliver and excel to the best of their ability

KPI’s:

  • Improve overall scoring of independent reviews
  • Improved customer service experience and satisfaction – one call resolution
  • Improve call answering and wait times and reduce number of abandoned calls
  • All contact forms/tickets dealt with within agreed SLA

The Candidate:

  • Self-motivated with positive attitude
  • Flexible in work content and working hours
  • Able to work under pressure
  • Good organisational skills
  • Proficient in Microsoft office, in particular outlook, excel & word
  • Confident and professional telephone manner with the ability to diffuse difficult situations
  • Fully literate and numerate with a high level of accuracy
  • Basic Maths & English

Please click the APPLY button to send your CV and Cover Letter for this role.

Candidates with the experience or relevant job titles of: Customer Services Executive, Customer Service Representative, Customer Support, Client Service, Customer Service Consultant, Customer Service Administrator, Business Support, Office Administrator and Administrative may also be considered for this role.

How can we help?
How can we help?

If you have any questions and you would rather chat to a member of our team please email or call us about this role.

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