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Customer Service Advisor

Location: North East

Salary: £9.27 per hour

Job Type: Temporary

Job ID: 169171

Availability to work 40 hours a week between Monday to Friday 8am to 8pm

 

Key Responsibilities …

 

  • Making and receiving inbound and outbound calls

  • Management of workload for your area across all channels (email, webchat, calls from both internal and external colleagues & customers)

  • Planning and scheduling of planned maintenance visits for a specific region of field based Engineers in accordance with contractual schedules

  • Handling and booking of corrective maintenance visits

  • Ensuring the engineer schedules are optimised to create efficiency and productivity

  • Timely and accurate ordering of stock and tools to facilitate the Engineer’s ability to complete their visits and installs correctly first time

  • Managing the prospective customer for your designated area throughout the process of work ensuring full customer satisfaction is achieved

  • Create and manage customer accounts

  • Arrange free survey quotes for prospective customers and follow up on potential sales with the aim of completion

  • First point of contact in your area for both Engineers and customers

  • Efficient handling and resolution of customer complaints and managing expectations of the customer throughout in line with the business expectations: escalating to management level where required

  • Liaise with the operations management team to ensure efficient running of your area

  • Production of accurate and meaningful management information and reporting as required

  • Ensure all job docket information and any other business documentation is filed correctly for your area and complies with NSI gold standard

  • This person will provide the highest level of customer service to maintain and increase contact base

 

What you will bring to the role…

 

Essential

 

  • Inbound and outbound calling experience

  • Previous experience working in a customer service based role

  • Dedicated to the provision of excellent customer service

  • Professional telephone manner

  • Excellent verbal and communication skills

  • Extremely well organised and able to prioritise

  • Attention to detail, able to capture data accurately

  • Self-motivated and enthusiastic

  • Delivering objectives

  • Microsoft and IT literate

  • Ability to work closely with key stakeholders

  • Proven ability to influence and negotiate

 

Desirable

 

  • Complaint handling experience

  • Cancellations and retention

  • New contract and product sales

  • Experience in a regulated environment

  • Experience of planning and scheduling of work for field based workforce