Customer Service Advisor

Zoek Pin Basingstoke, Hampshire, England

£9/hour

Temporary (Full time)

Posted 16 days ago

CUSTOMER SERVICE ADVISOR – BASINGSTOKE

TELEPHONE EXPERIENCE REQUIRED

£9phr PAYE or £ UMBRELLA

FULL TIME - 6 MONTHS

IMMEDIATE START

ROLE:

To work as part of a team delivering a first class, professional customer service, using a range of communication methods, to ensure that where possible customer enquiries, payments and complaints are resolved at the first point of contact.

RESPONSBILITIES:

* To assess and resolve enquiries, requests and complaints to ensure that customer enquiries are resolved at first point of contact unless specialist knowledge or further investigation is required

* To use sound judgement and take decisions within established procedures for each service request including logging, processing and progress chasing enquiries, adhering to agreed performance indicators, service level agreements and quality standards to maximise customer satisfaction

* To receive and process payments made to the organisation and to resolve queries within agreed processes

* Provide a comprehensive information service to the public, advising on services available from and the policies and procedures of the organisation. Also advising on services available from the organisation and other agencies which will resolve or inform the needs of the customer.

* Maintain electronic databases with information given, services requested and complaints made to ensure accuracy of information and efficiency when dealing with customers

TASKS:

* Responding to customer enquiries via face to face, telephone, email, fax and social media channels

* Researching required information using available resources, highlighting any missing information to Team Leader

* Entering new and updating existing customer information accurately on appropriate systems

* Processing service requests and provide customers with service information

* Identifying and escalating priority issues to back office team or Team Leader as appropriate with clear audit trail and explanation of issue

* Responding to customer enquiries via face to face, telephone, email, fax and social media channels

* Researching required information using available resources, highlighting any missing information to Team Leader

* Entering new and updating existing customer information accurately on appropriate systems

* Processing service requests and provide customers with service information

* Identifying and escalating priority issues to back office team or Team Leader as appropriate with clear audit trail and explanation of issue

* Managing customer expectation and resolve complaints at point of contact where possible

* Routing contacts which cannot be handled within the Customer Service Centre to appropriate officer/back office team to minimise hand offs for customers contacting the business.

* Following up customer contacts where necessary

* Undertaking general administrative duties in relation to customer information including updating electronic frequently asked questions and leaflet stocks to ensure smooth work flow within the Customer Service Centre

* Participating in the induction and training of new customer services advisors to ensure a high level of up to date knowledge is maintained

* Encouraging feedback on services provided and recognise the changing needs of the service and make recommendations to the Team Leader for service improvements

* Highlighting any unusual events or trends; feeding back information to other members of the team and to the Team Leader

* To ensure that service delivery complies with current regulations, accepted professional standards, the business’s policies and procedures and appropriate legislation (including legislation on data protection, equalities, health and safety and safeguarding children and vulnerable adults)’.

IF THIS SOUNDS LIKE SOMETHING YOU WOULD BE INTERETSED IN, PLEASE APPLY NOW

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