Customer Service Advisor

Job description

  Location
Peterborough, Cambridgeshire
·  Category
Sales & Retail - Customer Service Advisor
·  Job type
Permanent
·  Industry
Sales and Retail
·  External Reference
CSAMB

Main Duties : To deal with inbound consumers calling in relation either a new or existing call. Taking full ownership of each case and work at the highest standards in order to ensure resolution, customer satisfaction and maximised revenue opportunity is achieved in a timely manner.

Key Activities

·  Take inbound consumer calls

·  Carry out call handling activities required in accordance with the company policies and procedures

·  Fully review and investigate case information and product history in order to make fully informed decision on best options available and take action for exchange requests

·  Be proactive and efficient in the use of knowledge base in order to aid resolution

·  Deal with issues proactively and taking full ownership of each case in order to resolve first time

·  Have the ability and confidence to liaise with other departments for reference and investigation of each case

·  Have the ability to be flexible in your work area according to business requirements, such as backfilling for other areas within the department

·  Processing orders for customers using customers credit/debit card information

·  All above activities to be carried out to comply with the new General Data Protection Regulation

Knowledge & Skills

·  Knowledge of the Company, its brands, and its key functions

·  Understanding of our brands with an application of the importance of customer loyalty

·  Understanding of key service functions and internal relations

·  An awareness of the need to provide good, but efficient service to the customers. A focus on productivity along with quality

·  Knowledge of contact centre systems and processes

·  Excellent listening skills with the ability to empathise and relay complex information in a clear and concise manner

·  Be a good problem solver with the ability to use this skill when dealing with each case

·  A team player with a friendly and positive attitude and approach, with a genuine interest in customer service

·  Excellent communication skills: verbal

·  Good people skills and the ability to use common sense and tact to diffuse situations ensuring customer satisfaction

·  Proactively wanting to help people and driven my self-motivation

·  Punctuality is a must

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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