Customer Service Advisor

Salary: £26,000 per year

Remote Position with occasional office visits for Team Days.

Our Client is a Business to Consumer company, within the Automotive trade.

Working within the Marketing Communications & Operations team, your role will be “brand ambassador” to the customers. Over the phone, online chat and Social Media communications will all be platforms in which you will engage with Customers and represent the company.

Your duties will include:

• Handling inbound customer service calls
• Looking after live chat enquiries through our website
• Manage inbound email enquiries and complaints
• Manage inbound social media enquiries and complaints
• Setting up and updating customer records and maintaining the CRM database
• Where applicable adding bookings to CRM
• Dealing with unsubscribe request following processes and procedures outlined by the Database Marketing Manager and Data Protection Officer
• Completion of relevant administrative duties
• When required fulfillment of telemarketing activity 
• Making outbound calls, converting warm leads through building relationships with customers
• Handling inbound sales calls
• Supporting Centres with customer enquiries, issues, complaints

ACCOUNTABILITIES:

• Answering customer enquiries quickly and efficiently
• Converting enquiries into bookings or sales
• Tracking, monitoring and resolving complaints and thereby
• Maintain customer service standards with help of operations team 
• Maintaining superb online reputation by picking up on negative and positive online reviews and resolving them with the help of the operations team
• Accurate use of CRM
• Assisting with outbound follow-up calls for vehicle reminder programs
• Assisting where necessary with marketing admin 

RESPONSIBILITIES/ KPIs: 

• Speed of answering:
• Telephone
• Live chat
• Email enquiries/ complaints
• Social media enquiries/ complaints
• Conversion rate
• Online reputation & social media engagement

Hours

This role can be worked remotely.

Due to the nature of the business this role will involve working a shift pattern between 8am and 8pm, which will include weekend and bank holiday hours. However you will only work 5 days per week.

If this is the perfect opportunity for you, please apply today!