Customer Service Advisor

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