[25622] - Customer Service Advisor

TEMP-PERMANENT Full time, office-based role – 37.5 Hours per week

We are currently recruiting for a Customer Service Advisor on behalf of our client, a well- established and highly successful organisation based in the Chessington area. The role of the Customer Service Advisor is to primarily manage customer communications and provide a high quality of customer service.

Key Responsibilities:

The Advisor is in the front line of customer communication, a professional understanding of what makes first-class customer service is also important, as are flexibility, multi-tasking, and problem-solving skills.

• To handle customer enquires via incoming calls, post, email, and webchat in a friendly, prompt, accurate and sufficient manner
• To efficiently manage general administrative tasks, updating customer accounts and dealing with correspondence
• To work across other sections within Operations where workload, scheduling and skillsets require. These include but are not limited to order processing, payment processing, returns, and collating personalised items ready for packing as well as other general administrative tasks
• A good understanding of the computer enquiry screens is required. To be fully conversant with the Customer Service menus and know how to quickly obtain the information needed
• All telephone calls are priority and should be answered as quickly as possible. Ensuring there is adequate phone cover when leaving the workstation for any reason.
• When speaking to a customer on the telephone, always be polite and professional; aiming to answer their query as quickly and efficiently as possible without making them feel rushed.
• All postal correspondence and emails should be answered within 24 hours of receipt. Ensure that all answers to questions raised in the communication follow the guidelines laid out by the Customer Service Supervisor. Seek advice from colleague or Supervisor if unsure, particularly where legal issues are concerned
• Ensure that all requests from the customer are actioned accurately and sufficiently
• Raise awareness of repetitive complaints or potential problems, with the Customer Service Supervisor
• Be aware of and aim to meet the department’s targets

Person Specification:

The ideal candidate will possess the following:

• A commitment to providing good customer service
• Excellent telephone manner
• Strong written and oral communication skills
• Attention to detail
• Focused and self-motivated
• Patient and tactful
• Enthusiastic team player
• Keen to learn
• Strong IT skills
• The ability to enter information and supply information quickly and accurately
• Good numeric skills and capable of multi-tasking
• 1-2 years’ experience of working in a call centre or in a customer facing role
• Stable work history

It is preferred that candidates live within an easily commutable distance from Chessington.