Job Title: Customer Service Advisor

Shifts available 9.00am - 8.00pm Saturday and Sunday

Position reports to: Customer Services Supervisor
Job Purpose: To provide front line telephone support for customers, giving service levels which surprise and delight customers by under promising and over delivering.

Key responsibilities and accountabilities

Inbound calls
„X Answer incoming calls within 3 rings and follow the call check list.
„X Follow the customer service pack standards.
„X Follow the call recording checklist.
„X Acknowledge and respond to all customer enquiries or suggestions.
„X Capture all customer comments on the database.
„X Action customer complaints in a timely, efficient and professional manner.
„X Accept responsibility and ownership for customer’s problems. Acknowledge any criticism without being defensive.

Outbound calls
„X Make outbound customer service calls if requested by a supervisor.

Other
„X Check emails and other post, and action as appropriate.
„X Respond to and action requests from supervisors.
„X When requested, assist other departments such as warehouse and returns.

General
„X Keep individual workstations and shared office clean and tidy.
„X File all correspondence in the appropriate place.

Administration
„X Input postal/fax orders.
„X Send customer notices as appropriate.
„X Under supervision, draft written responses to customer correspondence.
„X Read all documentation provided and action as necessary i.e. weekly updates, new or amended documented procedures and processes..
„X To action database removals.

Continuous Improvement & Self Development
„X Learn from mistakes and develop additional skills and knowledge to improve performance.
„X Undertake any training offered.
„X Use the monthly call recording process as an opportunity to learn and improve.
„X Attend product training sessions which coincide with new product launches.

Personal attributes
„X Enthusiastic and positive in approach.
„X Work as a team at all times and support colleagues and other departments.
„X Accuracy, good attention to detail.
„X Professional and confident telephone manner.
„X Able to converse with customers on their level.