Customer Service Administrator

Job description

  Location
Basingstoke, Hampshire
·  Salary
£12.06/Hour
·  Job type
Temporary
·  External Reference
CS1
·  Industry
Office and Secretarial

Key Responsibilities
*Delivery of a one-stop shop, owning queries through to resolution
*Incoming Calls - Delivering required call handling targets with high professionalism
*Administration - Delivering required response/completion to our customer inboxes
*Outbound Calls - Delivering required targets for adhoc campaigns
*Management of process documentation on Nexus (in house system)
*Incoming contact from our customer base and field-based associates
The Customer Service Advisor will be an integral member of the Customer Service team, assisting the Service agenda and contributing to all discussions and decisions, working collaboratively with colleagues to deliver the required results for the team, ensuring flexible, adequate cover at all times. They will be responsible for managing and co-ordinating the workload within the team, creating a high-performing team culture and will be open to new ways of working with the team, keeping Customer Centricity at the forefront.

They will ensure all contact with customers is conducted in a professional, informative, helpful and efficient manner that delivers a hassle free service. Proactively looking to complete and drive continuous improvement to enahce the response time in resolving queries and complaints through to resolution, aiming to reduce end-to-end time for the customer and adapt processes if necessary. They will use initiative, knowledge and problem analysis to resolve queries that come outside standard processes and procedures and recognise when a request is outside of their scope to resolve and use organisational agility for resolution & learning potential. Additionally they will inform customers business products and services, with the aim of maximising potential growth and customer satisfaction and support new product launches and changes across the market

They will be responsible for delivering Call Handling Grade of Service / Abandonment rate / Quality and the closure of all daily Inbox requests by end of each day. They will provide seamless order processing for the customer base and the delivery of all required Outbound campaigns, such as new product launches, Overdue to Order, Account Management to maximise sales and reduce losses. They will review process documentation regularly and make updates within Nexus and ensure all customer information is kept up to date and notes of all conversations are recorded, including updates to contact names and email addresses. They will understand and develop personal capability with a view to improving one-stop performance.
Knowledge/Experience
*Excellent telephone technique
*Excellent written/verbal communication skills
*Excellent planning & prioritisation skills to effectively manage a high and varied workload in a pressurised environment - the ability to multi-task is essential
*Strong IT skills, with experience in SAP, Salesforce, Excel and Outlook
*Ability to build good working relationships with internal and external customers
*Problem solving ability
*Data Analysis
Adecco is acting as an Employment Business in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.