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Customer Service Advisor
This job has expired, and cannot be applied for.
- Posted By: Office Angels - Chester
-
Address:
- 13A Frodsham Street
- Chester
- Date Posted: 17th Mar 2010
- Salary: £15000 per annum + dependant on experience
- Location: Chester
- Reference Code: OA55
- Views Since Posting: 216
- Full Description:
DURATION
37.5 hours per week.
HOURS OF WORK
Hours are between 9am - 5pm. Monday - Friday. The successful candidate will be required to work Weekend Shifts on a rota basis (1 in 3 weekends). No holidays will be authorised over the Christmas Period due to the fact that it is the companies ‘peak’ period.
JOB DESCRIPTION
An opportunity has become available for an experienced Customer Service Advisor.
The purpose of this position is:
- To provide excellent customer service by managing and resolving ‘Chairman level’, ‘Board level’ and escalated complaints to the highest efficiency and customer service standards.
- To enhance and recover the company brand across telephones, white mail and e-mail contact.
- To manage and resolve in-store accident complaints and personal injury claims.
Key Accountabilities:
- Take responsibility for resolving complex and lengthy customer complaints to a reasonable conclusion. Ensure all stakeholders are regularly updated.
- Keep your promise to the customer every time, with a goal of first time resolution.
- Provide data to give insight into the reasons for customer contact for use in influencing business decisions.
- Lead your peers to deliver excellent service and manage incoming contact volumes.
- Make well reasoned judgements about complex service issues using your initiative to consult others as required.
- Deliver exemplary quality standards when talking to or writing to customers.
- Work as part of a team of experts to support Directors and other Senior Management.
- Build business relationships with key stakeholders, regularly evaluate their current priorities and if we are meeting their needs.
- Case-manage every customer contact, each contact/complaint/claim is to be investigated and resolved as appropriate. Prepare and send customer letters, parcels and emails with the correct enclosures and on time.
- Contribute to overall achievement of agreed departmental response times.
- Make sure you are up to date at all times with company policies, procedures and promotions. Be able to explain these to both internal and external customers with authority and confidence.
- Work to meet quality, productivity and management information error targets as set out by the Team Manager.
EXPERIENCE
The preferred candidate will possess the following attributes:
- Good understanding of Microsoft Office programs and the ability to learn other systems quickly.
- Ability to understand and learn complex policies and procedures for managing complaints.
- Ability to swiftly analyse complicated information.
- Excellent communication skills.
- Previous complaint handling experience is essential.
- Previous senior customer service experience is essential, ideally gained in a contact centre environment.
- Problem solving project management skills.
- Adaptability, Integrity, confidence and a team player.
- Be prepared to take the initiative.
- High level interpersonal/communication skills
- A passion for customer service.
- Ability to be empathetic, especially during difficult and sometimes long/complicated conversations.
- Influencing skills coupled with the confidence to challenge policies, procedures and people in a constructive manner.
- Strong analytical skills with an impartial view.
- Good, clear judgement skills.
- Flexible approach to problem solving with the ability to reason commercially through a variety of potential solutions.
- Excellent literacy & letter writing skills.
- Consistent Good/High performance against the business competencies.
- Ability to work well under pressure, remaining calm even when experiencing significant challenge.
BENEFITS
Fantastic potential for career progression. Performance related pay increase each year. Pension available. Fantastic Staff Discount. Annual Bonus, dependant on company and individual performance. 20 Days Holidays Per Year. Fantastic Induction Training Offered
CONTACT - chester@office-angels.com
37.5 hours per week.
HOURS OF WORK
Hours are between 9am - 5pm. Monday - Friday. The successful candidate will be required to work Weekend Shifts on a rota basis (1 in 3 weekends). No holidays will be authorised over the Christmas Period due to the fact that it is the companies ‘peak’ period.
JOB DESCRIPTION
An opportunity has become available for an experienced Customer Service Advisor.
The purpose of this position is:
- To provide excellent customer service by managing and resolving ‘Chairman level’, ‘Board level’ and escalated complaints to the highest efficiency and customer service standards.
- To enhance and recover the company brand across telephones, white mail and e-mail contact.
- To manage and resolve in-store accident complaints and personal injury claims.
Key Accountabilities:
- Take responsibility for resolving complex and lengthy customer complaints to a reasonable conclusion. Ensure all stakeholders are regularly updated.
- Keep your promise to the customer every time, with a goal of first time resolution.
- Provide data to give insight into the reasons for customer contact for use in influencing business decisions.
- Lead your peers to deliver excellent service and manage incoming contact volumes.
- Make well reasoned judgements about complex service issues using your initiative to consult others as required.
- Deliver exemplary quality standards when talking to or writing to customers.
- Work as part of a team of experts to support Directors and other Senior Management.
- Build business relationships with key stakeholders, regularly evaluate their current priorities and if we are meeting their needs.
- Case-manage every customer contact, each contact/complaint/claim is to be investigated and resolved as appropriate. Prepare and send customer letters, parcels and emails with the correct enclosures and on time.
- Contribute to overall achievement of agreed departmental response times.
- Make sure you are up to date at all times with company policies, procedures and promotions. Be able to explain these to both internal and external customers with authority and confidence.
- Work to meet quality, productivity and management information error targets as set out by the Team Manager.
EXPERIENCE
The preferred candidate will possess the following attributes:
- Good understanding of Microsoft Office programs and the ability to learn other systems quickly.
- Ability to understand and learn complex policies and procedures for managing complaints.
- Ability to swiftly analyse complicated information.
- Excellent communication skills.
- Previous complaint handling experience is essential.
- Previous senior customer service experience is essential, ideally gained in a contact centre environment.
- Problem solving project management skills.
- Adaptability, Integrity, confidence and a team player.
- Be prepared to take the initiative.
- High level interpersonal/communication skills
- A passion for customer service.
- Ability to be empathetic, especially during difficult and sometimes long/complicated conversations.
- Influencing skills coupled with the confidence to challenge policies, procedures and people in a constructive manner.
- Strong analytical skills with an impartial view.
- Good, clear judgement skills.
- Flexible approach to problem solving with the ability to reason commercially through a variety of potential solutions.
- Excellent literacy & letter writing skills.
- Consistent Good/High performance against the business competencies.
- Ability to work well under pressure, remaining calm even when experiencing significant challenge.
BENEFITS
Fantastic potential for career progression. Performance related pay increase each year. Pension available. Fantastic Staff Discount. Annual Bonus, dependant on company and individual performance. 20 Days Holidays Per Year. Fantastic Induction Training Offered
CONTACT - chester@office-angels.com
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