Customer Service Advisor
Application Deadline: 28 February 2025
Department: Customer Services
Employment Type: Permanent - Full Time
Location: Silverstone
Reporting To: Customer Services Manager
Description
Reporting to the Customer Services Manager, be a proactive member of the customer service team ensuring that a high level of service is provided to all customers and visitors. Ensure that all contact points throughout the customer journey are reflective of the brand and high standards, exceeding expectations.
Key Relationships
* Customer service team
* Marketing
* IT Support
* Public Events
* Finance
Key Responsibilities
* Manage the day-to-day enquiries
* Proactively organise own workload
* Provide regular communication between the wider team
* Maintain and foster positive relationships to enhance sales
* Provide accurate product and up-to-date service information
* Proactively offer good customer service to all customers across all products
* Handle and resolve customer complaints within role boundaries
* Identify and escalate priority customer issues
* Complete ad hoc administration tasks as requested by line manager
* Complete daily, weekly, and monthly tasks
* Be proactive and anticipate opportunities to provide product advice to customers and demonstrate ability to maximise sales
* Provide customer service at events
Team Responsibilities
* Help to create a positive and customer-centric environment within the team
* Demonstrate conviction in finding innovative approaches to solutions
* Willing to go the extra mile to delight customers
* Professional presentation both physically and in all aspects of work
Performance Responsibilities
* Customer Satisfaction
* Professional presentation both physically and in all aspects of work in order to reflect Silverstone values
* Service level of responding to customers in agreed time
Skills, Knowledge and Expertise
* Has at least two years of experience in customer service administration
* Excellent customer service skills
* Willing to lead by example and set standards of behaviour and positive attitude
* Experience with using Customer Service tools e.g. Zendesk
* Responsibility, adaptability and patience
* Experience within a sales environment
* Excellent communicator – articulate through written and verbal, good listening skills and telephone manner
* Good knowledge of Windows packages (Word/Excel) and use of the internet
* Flexible approach to working hours including weekends
* UK driving licence
* Works well as a team player and uses own initiative
* Passionate about customer care
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