Customer Service Advisor
Contract: Full-time, Permanent (Mon-Fri 9 am - 5 pm)
Salary: Competitive
Location: Norwich
We provide professional consultation and support for Organisations that require a hassle free and cost-efficient route to ISO Certification. We have proudly been delivering internationally recognised Management Systems for over 25 years, with the aim of 'making businesses better'.
Our growth plans are ambitious, and we're part of the private equity owned Citation Group. Our customer base has grown significantly over the past few years and this growth will continue - that's where you come in.
Key tasks
* Speaking with customers via telephone and email to book appointments, working to internal targets e.g. sat appointments, capacity and appointment lead time
* Validating client contact details
* Booking appointments into Field Staff diaries
* Assessing the skills and location of the Field Staff to ensure the right Consultant attends a client visit (considering skillsets and mileage)
* Dealing with client objections and challenges to retain diary appointments wherever possible
* Identifying customer issues and providing appropriate solutions, referring them to the Diary Operations Manager when necessary
* Identifying and referring any up-sell/cross-sell opportunities.
Who are we looking for?
* Excellent communication skills (both verbal and written) and a polite and friendly telephone manner
* Good organisational ski...