Job Title: Customer Care Advisor
Department: Customer Care
Reporting to: Customer Care Manager
Location: Warrington
Contract: Permanent
Hours: 37.5, Monday-Friday with 1 in 4 Weekends
Salary: £23,500
Are you passionate about making a positive impact on people's lives? Do you thrive in a dynamic and fast-paced environment? If so, we have the perfect opportunity for you! Join our team as a Customer Care Advisor and embark on a fulfilling journey where your skills, dedication, and passion for customer satisfaction will be the driving force behind your success. Full training will be provided.
You should be a well-presented individual and will be able to work extended hours during peak periods as required.
GFS has been trading since 2001 and is the UK's leading carrier management company. We work with brands such as Molton Brown, Mamas & Papas, and Dune Shoes, amongst others. During our 20+ years of operation, GFS has developed an obsession for driving carrier performance for the benefit of our customers. We have exciting growth plans, providing real opportunity for career progression.
Main areas of responsibility
* Call handling within timeframes set out within the KPIs;
* Action emails in a prompt manner within the timeframes set out within the KPIs;
* Booking of collections; tracking of collections; within the timeframes set out in the KPIs;
* Raising tickets in the agreed timeframes set out in the KPIs;
* Resolving tickets in the agreed timeframes set out in the KPIs;
* Tracking of consignments;
* Passing all customer escalations to the Customer Services Manager in a prompt manner;
* Ensuring that the company satisfies both its internal and external customer needs;
* Passing all customer complaints to the Customer Services Manager in a prompt manner;
Education & Experience
Essential:
* Self-motivated, ambition to succeed, motivational;
* Experience within a customer service/call centre environment;
* Ability to communicate and influence suppliers to deliver a premium service;
Desirable:
* Experience in the parcel industry;
Personal:
* Strong ability to impact and influence;
* Excellent interpersonal understanding;
* Excellent communication skills;
* Listens to and values the opinions of others;
* High level of integrity, trust, and respect;
* Ability to make decisions;
* Good problem-solving skills;
* Approachable, adaptable, and flexible;
* Challenges assumptions and encourages change;
* Positive 'can-do' approach;
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