Customer Service Advisor - Workington, Cumbria
Description
Customer Service Advisor
Workington, Cumbria (CA14 4ED)
Our client
Our client started in 2006 when an opportunity arose to set up a low cost operation providing cost-effective fulfilment services. They currently operate in the UK and France. Very quickly the company established itself as a professional, passionate, profitable and client-focused service company. Their low cost location and high quality operation coupled with their financial strength sets them apart from their competitors assuring clients that their business is in safe hands.
Reporting to: Customer Service Supervisor
Job Purpose: To assist customers by taking orders and answering enquiries by telephone, email and post.
Job Role
* Answer calls politely, accurately and professionally using the brand name
* Ensure calls are completed to the customer's satisfaction
* Take orders by telephone ensuring that all details are captured accurately and verified with the customer
* Key post and fax orders accurately reconciling order values to payments received
* Ensure the maximum number of enquiries are resolved during the first contact from the customer using bespoke software
* Answer emails and letters professionally ensuring that all points raised by the customer are addressed
* Contribute to creating a continuous improvement culture by identifying areas for improvement and repetitive issues
* Work as a team with colleagues to ensure that service levels and maximum productivity are achieved.
* Be flexible to work additional hours during peak periods and in any area of the company as business demands
* The candidate must be IT literate, with experience of Office
* Ideally candidate should have 5 GCSE, grades A-D or equivalent
* Customer service experience an advantage
Hours
* Sunday 10am-5pm, Monday-Friday 9am-7pm, Saturday 9am-5pm
* Minimum 25 hours per week
* Candidate must be available for all shifts and for extra hours at short notice
Service Level
* 80% of calls answered within 10 seconds
* Lost calls not to exceed 4%
* Post orders keyed in 24 hours
* Cheques banked within 24 hours
* Correspondence answered in 24 hours
* Emails answered within 4 hours