Customer Service Advisor

Location:London
Salary:£20,000 - £21,500
Type:Permanent
Sector:Customer Service

Our niche client is looking for a Customer Services Advisor to manage enquiries via telephone, web and social channels, ensuring that all customer enquiries are satisfactorily resolved and closed within agreed timescales. Our client provides a first-class service to its clients, and proactively promotes its outstanding reputation.

Key responsibilities

  • To effectively and efficiently handle calls, emails and social media enquiries in line with all KPIs
  • Ensure all appointment bookings, amendments and cancellations are accurately logged
  • Providing front line support to all existing and potential customers.
  • Proactively identifying how the customer journey and experienced can be improved
  • Providing support as required to staff and managers.
  • Responsible for managing and prioritising daily activities and processes ensuring service levels meet KPIs
  • Take ownership of individual issues/enquiries and ensure they are resolved to the satisfaction, whilst understanding when and how to escalate an issue.
  • Interact in a friendly and professional manner with both internal and external contacts
  • Keeping concise and accurate records of call details and activity
  • To support the marketing team as required e.g. assisting with mailings, research, database management
  • To effectively support the marketing team in the management of events e.g. booking in attendees for open evenings.

Experience

  • Experience of working in a call centre customer service environment, with experience of handling high volumes of queries
  • Knowledge of phone/CRM systems

Knowledge & Skills

  • Commercially aware with passion for delivering high standards of customer service
  • Confidence and ability to work to targets and SLAs
  • Excellent communication skills
  • Experience of using administration systems and electronic record systems
  • Excellent attention to detail
  • Highly motivated and able to work autonomously
  • Strong IT skills, able to use all Microsoft Office applications and other systems/databases

Personal Qualities

  • Confident establishing rapport with potential customers virtually/by phone
  • Able to build and maintain exceptional relationships with colleagues and customers
  • Ability to deal with challenging behaviours.
  • Consistent professional attitude demonstrated to all colleagues and customers; personable, confident and articulate at all times.

If you have not heard back within 5 working days, then unfortunately on this occasion you have not been successful.

Apply now





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