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Permanent

Customer Service Advisor

Smethwick
money-bag Negotiable
Posted Yesterday

We are looking for a Customer Service Advisor to join our team who will answer customer enquiries and resolve customer issues in an efficient and timely manner.

  • Handles requests from customers in a local site/depot or branch environment. Includes new account and pricing set up, order entry and queries and internal communication with operations and sales teams

  • Raises manual notes for permitted scenarios and updates Manual Log

  • Raises credit notes adhering to the credit note request procedure

  • Takes payments from customers and reconciles banking for gas and equipment

  • Calculates commission payments to agents and makes adjustments to cylinder holdings

  • Completes manual template to create Proforma Invoices as required

  • Provides rapid resolution to issues and assesses when a contact requires escalation or referral to an expert

  • Develops and maintains knowledge of products, services and systems as required

  • Identifies sales opportunities for referral to the sales team

  • Develops strong long term relationships with customers and agents to fully understand their needs

  • Provides proactive service to select customers based on outbound contact

  • Manages work within KPI / target framework to optimise customer experience and productivity

  • Process cash and card payments over the counter securely and responsibly

  • Take initiative by informing regular customers of new products or services and price changes

  • Listen to and resolve customers'' complaints regarding products or services

  • Answer customers'' questions about merchandise and advise customers on merchandise selection

  • Be instrumental in accurate and timely stock counts

  • Confident and clear communication skills across all contact channels

  • Capable of prioritising workload and solving problems

  • Able to remain focused in a busy telephone environment

  • Willingness to learn about industry, products, customer and agent requirements

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