Identifying customer issues and providing appropriate solutions, referring them to the Diary Operations Manager when necessaryCustomer Service Advisor Contract: Full-time, Permanent Mon-Fri 9 am &x2013; 5 pm Salary: CompetitiveLocation: 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 &x2018;making businesses better&x2019;. Our growth plans are ambitious, and we&x2019;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 &x2013; that&x2019;s where you come in. Key tasks&x2022; Speaking with customers via telephone and email to book appointments, working to internal targets e.g. sat appointments, capacity and appointment lead time&x2022; Validating client contact details&x2022; Booking appointments into Field Staff diaries&x2022; Assessing the skills and location of the Field Staff to ensure the right Consultant attends a client visit considering skillsets and mileage&x2022; Dealing with client objections and challenges to retain diary appointments wherever possible&x2022; Identifying customer issues and providing appropriate solutions, referring them to the Diary Operations Manager when necessary&x2022; Identifying and referring any up-sell/cross-sell opportunities. Who are we looking for &x2022; Excellent communication skills both verbal and written and a polite and friendly telephone manner &x2022; Good organisational skills and the ability to multi-task and prioritise &x2022; Must be computer literate &x2022; Excellent attention to detail &x2022; Negotiation skills &x2022; Able to work under pressure and react to change in situations/client objections i.e. cancellation of appointments &x2022; Accurately input information in a timely manner &x2022; Geographical knowledge advantageous, but not essential. &x2022; High levels of organisation, diligence and flexibility, being able to adapt to deal with all kinds of clients and situations&x2022; Confidence and positivity&x2022; Can do&x2019; attitude, embracing changes and continual improvement Here&x2019;s a taste of the perks we roll out for our extraordinary team members:&x2022; 25 Days of Holiday: We&x2019;re talking sun-soaked beaches, snow-capped mountains, or simply your favourite cosy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.&x2022; Birthday Bliss: Your birthday isn&x2019;t just another day on the calendar; it&x2019;s YOUR day Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.&x2022; Post-Wedding Bliss: Newlyweds, we&x2019;ve got something special for you too Extra weeks of holiday to bask in the glow of post-wedding happiness.&x2022; Growing Families: We&x2019;re all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.&x2022; Healthcare cash plan: Your well-being is our priority. That&x2019;s why we offer private healthcare to ensure your peace of mind and keep you feeling your best. Hit Apply now to forward your CV.