Customer Service Advisor
Full job description
Sector Resources Ltd
Salary: £26,000 per year
Our client is looking for an experienced Customer Service Advisor to work for a prestigious organisation a 6 month contract to possible permanent.
Job purpose:
1. To answer multimedia enquires (web, email, and telephone) in line with current service level agreements and make outbound calls to prospects and customers, coordinating and managing the test drive process in order to assist the company in achieving sales objectives.
Key Responsibilities:
Client Partners:
Actively build good working relationships with the Client and dealerships.
Be aware of any marketing campaigns and relevant information to be given to Retail and Corporate Customers.
KEY ACCOUNTABILITIES:
Answer all incoming calls in line with Service Level Agreements
Take ownership for resolving customer queries over the telephone, internet or by postal contact raising any call trends to Customer Service Manager (CSM)
Address and action any customer or prospect needs for product, service or dealer information using relevant software where necessary.
Understand and action all incoming mail (electronic and postal) from customers and prospects
Ensure any new prospect details are entered onto the computer system, in order to increase the database and ensure customers receive appropriate communications.
Ensure that all customer and prospect records are cleansed at all appropriate points of contact.
To identify test drive opportunities to achieve objectives and assist in increasing market share for both Retail and Corporate Customers.
Investigate call enquiry and where necessary soft transfer to appropriate department.
Keep up to date and be knowledgeable in respect of company range of vehicles via brochures, new product information, pricing, website and magazine to assist customers with their questions.
To familiarize self with campaigns and marketing programmes so that customers can be dealt with efficiently and effectively
To follow ISO procedures at all times. Highlighting issues to the CSM
To action any ad hoc requests efficiently including managing dealer enquiries
To demonstrate to customers through verbal and written communications a can do attitude
To carry out Welcome to the Brand calling, ensuring calling lists are kept up to date and completed within SLA.
To log and follow through any Help Desk returns
To ensure daily administration and filing of work is completed efficiently.
Ideas:
Attend internal meetings and present ideas as relevant in a constructive manner
Proactively identify and help implement any improvements to process or procedures.
Develop and present out of the box thinking likely to be related to improvements to the agency/client/customer process
Learn about the agency systems and communicate to CSM of any improvements and enhancements that could be made to improve CSA productivity or the customer experience.
Attend all training sessions that you are nominated for.
People:
Report and escalate any issues that could have an impact on business objectives to the CSM and/or CRMC Manager as necessary.
Represent company and the Client to the highest professional standards at all times.
Work closely with your team to resolve any ongoing queries.
Build relationships with other departments (or network, where appropriate) to provide quality support.
To keep the team informed and appraised of all activity that is relevant to the business
Work to an agreed Rota plan, ensuring adequate cover at all times.
New Business:
Outbound call company prospects to establish information about their vehicle and purchase intentions.
Outbound call customers to increase response rates to marketing campaigns
Whilst you do not have any specific New Business targets, you will be responsible for developing a keen understanding of your clients industry and competitor activity. You will then be expected to take articles/inspiration along to client/internal meetings in order to help generate New Business and new creative opportunities.
Administration:
Ensure daily administration and filing of work is completed efficiently and on time.
Ensure data accuracy when inputting to any Client system
Be aware and adhere to ISO procedures/processes
Ensure agreed data is provided for reporting
Financial:
Accurately complete weekly timesheets
Assist Senior CSA or CSM in handling projects on behalf of clients and ensure that all work is produced on time and on budget.
Personal Qualities:
Excellent attention to detail.
Commitment to delivering high standard of performance every day
The ability to multi-task and manage the expectations of others, both internal and external
Team worker with the ability to motivate others and self
To have an energetic and flexible approach to work
The ability to work under pressure and to tight deadlines
Knowledge & Experience:
Experience in a Customer Service focused environment
Experience of working to targets
Previous telephone experience
Outbound calling experience
Excellent organizational skills
Attention to detail
Preferred Qualifications:
GCSE pass or equivalent in English
Strong computer skills, with proficiency in Microsoft Office packages
Full driving license
Excellent opportunity. Call Rachel Adams NOW or with CV Library.
To apply for this job please visit definitejobs.co.uk.