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Customer Service Advisor
Job Posted: 8 hours ago
Salary: £ 23,809 - 23,809 / Annum
Job Type: Contract
Location: S66, Maltby, Rotherham
Expire in: a month
Job Description
Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this position of Customer Service Advisor and will be a 12-month contract with view to permanency
Job Title: Customer Service Advisor
Reporting to: Support Manager (Team Leader)
Accountabilities:
Professionally respond to inbound enquiries by telephone and email on the First Line Support helpdesk following through to ticket resolution and liaising with the relevant departments to allow for ticket resolution.
Help support and assist apprentice staff within the Customer Services Advisor role.
The role requires a level of technical knowledge (which will be provided through training) and the ability to help answer questions/queries from customers and clients in a professional, courteous and confident manner
Job Functions:
Pro-actively learn and understand core functions and participate in continual training
Pro-actively learn the software to a proficient level and participate in continual training programmes
Provide appropriate and timely telephone and/or e-mail assistance/responses to inbound correspondence - to include internal and external customers/clients in particular the Company’s core software to users
Keep internal document storage database (MCP) up to date electronically, complying with GDPR legislation in respect of data.
Liaise with other departments for optimal resolution of customer queries
Manage expectations of customers and/or provide difficult messages
Identify enquiries which may lead to further training or product sales and pass to the relevant department for follow up
Manage tickets from open to closed status, ensuring customer satisfaction and communication
Share knowledge and work as part of a team to achieve the monthly performance indicators and sales targets as advised to you
Ensure all communications with customers are carried out in line with the written standards and procedures defined by the Company and in a professional business manner
Attend training to develop relevant knowledge, techniques and skills
Assist with testing of bespoke and scheduled software, as required
Any other duties and responsibilities as required as the role develops or requested by the Senior Management Team
Knowledge, Skills and Experience:
Proven prior Customer Services experience
Project Management skills
Confidence to speak with customers over the telephone
An excellent written and spoken command of English. Additional language skills an advantage but not essential
Ability to draft and prepare written responses to customer queries
Ability to update and maintain records electronically
Be customer focussed and be able to work under pressure, re-prioritising work as required
Ability to work independently and as part of a team
Other details
Based - S66 Rotherham
Hours: 08:30am – 5.00pm Monday to Friday
Salary: £23,809.50 pa
Hybrid working – 4 out of 5 days in the office
Holidays - 20 days plus statsBefore You Apply
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