Customer Service Advisor
Full time hours- This is maternity cover for up to 1 year initially
Reporting to the Retail Customer Service Coordinator, you will work as part of a team in an office environment accepting and processing customer orders via telephone and/or on-line via my clients bespoke electronic bookselling software.
My client is looking for a candidate who is really motivated and are able to hit the ground running someone who is passionate about delivering exceptional customer service. Through developing in-depth product knowledge you will provide recommendations to customers and resolve any queries that may arise.
Key Responsibilities include:
·To ensure that a thorough knowledge and understanding of the systems and procedures, is learned and used effectively and accurately
·To ensure that thorough product knowledge is gained and maintained at all times.
·To ensure that orders and enquiries received by telephone, internet, email, post and fax, are dealt with promptly, efficiently and accurately
·Accurately process orders by raising electronic invoices, pro-rata invoices and credit notes as appropriate.
·Administer the various subscription services
·Download orders from the company web site and deal with on-line enquiries and e-mails on a regular basis.
·To open customer accounts and ensure their accuracy and maintenance.
·To promptly deal with customer returns as efficiently as possible, ensuring customer satisfaction.
·Maintain external data sources
·Carry out data analysis/reconciliation
Key skills required include:
·Demonstrable people skills, dealing with the public, telephone skills, good verbal and written communication.
·Professional telephone manner, confidence and empathy when speaking to customers.
·Experience of working in a sales or customer service environment with some experience of customer databases or telesales.
·A familiarity with working in a computerised environment with a good working knowledge of Microsoft Office applications including Outlook.
·The ability to be calm under pressure.
·The ability to multi-task.
·Attention to detail and accuracy of approach combined with the ability to refer to team back up if necessary.
·Reliable and adaptable team member.