Call centre / customer service advisor

Job: Customer Service Advisor /Call Centre

Location: Coryton, Essex  (Flexibility once trained to Work from Home and the office)

Salary: Up to £28K 

Job type: Permanent, Full Time

Hours: Shift pattern: 08:00 to 16:30, 09:30 to 18:00 and 11:00 to 20:00 hours

Summary:

To provide industry leading service support to customers who contact via an increasingly diverse range of channels. As well as transacting orders received for Bulk and Cylinder products in a timely manner, ensures that customer accounts are administered by providing seamless and value adding interactions through the effective utilisation of customer facing systems      

Key Responsibilities:

• Have excellent communication and relationship building skills and demonstrate real care about the customer through a consultative and listening approach
• Have a strong sense of ownership and take pride in your work
• Be well organized and able to work under pressure
• Have excellent attention to detail
• Have good IT systems knowledge
• Effectively answering inbound calls, emails, social media contact
• Deploys and confirms customers ordering and delivery requirements
• Able to resolve queries regarding customer accounts including billing, payment plans and general administration
• Provide speedy and accurate information by telephone and in writing in line with procedures
• Communicate effectively with all relevant site/company and external departments
• Ensure that all incoming customer calls are handled efficiently and with compete customer satisfaction
• Be receptive to complaints or problems, research, resolve customer complaints within given parameters, and be aware of possible solutions to make informed decisions and own the problem
• Agree and achieve both quantitative and qualitative service standard performance targets and objectives with the Team Leader and ensure that these are met

Experience, attributes & skills sought:

• Strong, clear, concise and confident telephone manner
• High attention to detail
• Able to prioritise tasks and work confidently under pressure
• The ability to work in a fast paced environment, managing a diverse workload
• The ability to challenge yourself and others to make step changes in knowledge, skills and behaviour, sharing best practice
• Strong written and verbal communications skills
• Good IT skills, Microsoft Office suite and ideally SAP

Personal Attributes:

• Focused and motivated, with a positive attitude towards learning, growth and change
• Resilient, and able to thrive in a rapidly changing environment
• Integrity and the ability to conduct all interactions with leaders, peers and customers with honesty and openness
• Solution orientated approach to problem solving, bringing forward new ideas and improvements

Benefits:

Matched 4.5% pension to 7.5% after 2 years ,

4x salary Life assurance ,

Income protection cover 50% sal after 2 years ,

Free EAP cover ,

Corporate Headspace app ,

33 days holiday inc bank hols increasing with length of service ,

Various corporate discounts

Closing date is 15 th May  2024

Hawk 3 Talent Solutions are operating as an employment agency on behalf of its client

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Hawk 3 Talent Solutions are committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future