Customer Service Advisor
Job Title Customer Service Advisor
Competitive salary & excellent benefits
Where you’ll work: You will be based at our vibrant and busy Commercial Customer Support Centre. You will join a high performing team which delivers exceptional customer service to our commercial customers every day. You will be an excellent communicator who is passionate about providing outstanding customer service and is confident in dealing with customers. You will be proficient at handling communications via phone, Live Chat, SMS, and email. You will be comfortable at adapting to change, for example changes to technology and processes.
What you’ll do: Provide an omnichannel experience to our customers by responding to customer queries to achieve a first call resolution every time. This includes handling phone calls, Live Chats, text messages, Salesforce cases, or email. You will update and maintain the data on our systems while building strong relationships with internal and external customers. You will be working with a number of stakeholders from across the business including Sales, Finance, IT, and Transport. You will complete a variety of administration tasks, which will range from processing contracts and resolving invoice queries, to handling customer cancellation requests and booking waste collections onto our operational system.
Although experience in customer service is beneficial for this role, it is not essential as full training and development will be provided. Previous customer service and administration experience is required to be successful in this position, as is competent computer skills and the understanding of the end to end customer process. It is essential that you have the ability to prioritise your workload and work to challenging deadlines, whilst delivering an excellent customer service experience.
You will need to be able to work on your own initiative, be a good team player and have a commitment to improving standards. Attention to detail and accuracy is essential for this role as you will be entering customer details onto the system, including full details of customers’ requests, complaints and enquiries. Whilst working to contractual service level agreements. You will possess exceptional verbal and written communication skills, as well as good personal planning and organisational ability. Strong interpersonal skills, together with competent negotiation ability is also a requirement to succeed in this role.
Knowledge of the recycling and waste industry would be desirable, as would any experience in Salesforce.