Job Details
Customer Service Advisor – Waltham Cross – 25K
My Client has been providing buildings support to local authorities, social landlords, NHS trusts and private sector clients for over 40 years. Founded in 1979, they have a proven track record of delivering successful mechanical, electrical and security services and solutions to our commercial and domestic clients.
They are in need of a customer service advisor to be part of a call centre acting as first point of contact to receive works from clients, update work management systems and ensure correct data entry.
THE ROLE:
1. Accurately records and logs interaction with our customers, must be correct, detailed, and comprehensible
2. Keeps sensitive information private & confidential
3. Works with management to maintain best practices for efficient communication with our customers
4. Deal directly with customers either by telephone & emails
5. Respond promptly to customer enquiries
6. Obtain and evaluate all relevant information to handle service enquiries
7. Process job orders
8. Organise workflow to meet customer timeframes
9. Direct requests and unresolved issues to the designated resource
10. Maintain client & business databases
11. Communicate and coordinate with internal departments
12. Provide feedback on the efficiency of the customer service process
13. Manage large volumes of inbound and outbound calls in a timely manner
14. Follow communication “scripts” when handling different topics
15. Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
16. Build sustainable relationships and engage customers by taking the extra mile
17. Frequently attend training to improve knowledge and performance level
18. Providing the right solutions to customers
19. Meet targets in terms of quality & performance
Salary & Package:
20. Salary 25K
21. hours a week Monday to Friday, between – with a 1-hour unpaid lunch break
22. 21 days holiday increasing by 1 day every 2 years’ service up to a maximum of 25 days, plus statutory days
23. Pension scheme – Auto enrolment
24. Employee Assistance Programme
25. Life insurance
26. Employee Referral Scheme
27. Staff Discounts