Customer Service Advisor

Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards to 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:

1. 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.
2. Help support and assist apprentice staff within the Customer Services Advisor role.
3. 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:

1. Proactively learn and understand core functions and participate in continual training.
2. Proactively learn the software to a proficient level and participate in continual training programmes.
3. Provide appropriate and timely telephone and/or email assistance/responses to inbound correspondence, including internal and external customers/clients, particularly regarding the Company’s core software.
4. Keep internal document storage database (MCP) up to date electronically, complying with GDPR legislation in respect of data.
5. Liaise with other departments for optimal resolution of customer queries.
6. Manage expectations of customers and/or provide difficult messages.
7. Identify enquiries which may lead to further training or product sales and pass to the relevant department for follow-up.
8. Manage tickets from open to closed status, ensuring customer satisfaction and communication.
9. Share knowledge and work as part of a team to achieve the monthly performance indicators and sales targets.
10. 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.
11. Attend training to develop relevant knowledge, techniques, and skills.
12. Assist with testing of bespoke and scheduled software, as required.
13. Any other duties and responsibilities as required as the role develops or requested by the Senior Management Team.

Knowledge, Skills and Experience:

1. Proven prior Customer Services experience.
2. Project Management skills.
3. Confidence to speak with customers over the telephone.
4. An excellent written and spoken command of English. Additional language skills an advantage but not essential.
5. Ability to draft and prepare written responses to customer queries.
6. Ability to update and maintain records electronically.
7. Be customer-focused and able to work under pressure, re-prioritising work as required.
8. 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 stats