Customer Service Advisor

Recruiter
STAPLES UK
Location
Birmingham
Salary
£16,000 per annum
Posted
13 Apr 2018
Closes
22 May 2018
Contract Type
Full Time

We're looking for a brand ambassador who works proactively and reactively with customer contacts via a variety of media, including phone, email, webchat, social media. The successful candidate must be able to build rapport and provide first class customer service. They must also be able to provide product and service advice in addition to ordering processing.

Responsibilities

  • Multi skilled across all customer service functions, takes ownership in providing order placement, problem solving, quotations and complaints handling to all customer segments.

  • Add value to every customer contact. Builds customer loyalty and therefore customer lifetime value by using the sales through service approach

  • Responds effectively and efficiently to requests from external and internal customers and takes ownership of excellent follow through on all customer requests/contacts

  • Ensure all contacts are logged as per standard operating processes, using correct systems for each contact type.

  • Has excellent knowledge of operational service delivery processes and can assist the customer in resolving a wide variety of operational queries

  • Take ownership of Customer queries/complaints and provide timely, relevant and appropriate solutions - Avoiding unnecessary escalations.

  • Ensures good communication link with various departments, enabling all customer queries or problems to be resolved efficiently and effectively

  • Outbound call campaigns on product/service promotions as required.

  • Owns complaint resolution and follows through to closure with customer

  • Takes ownership of own personal develop in order to maintains and develop knowledge of Staples products, services and processes

  • Proactive customer contact in order to avoid potential service issues and customer dissatisfaction

  • Work proactively with other business functions and third parties i.e. carriers, vendors in order to ensure seamless one stop service to customers

Education and Experience

  • Excellent customer service and rapport building skills.

  • Experience of working in a customer facing role, ideally in a contact centre environment

  • A passion for providing an outstanding customer experience

  • Outstanding communication skills - Both written and verbal

  • Proven influencing and negotiating skills - with a commercial outlook

  • Experience of working as part of a high performing team

  • Outstanding problem solving skills - shows flexibility and adaptability for the good of our customers

  • Able to deal effectively diffuse irate customers and provide solutions to all customers in order to improve customer satisfaction levels

  • Clear, concise and engaging communication style, both verbal and written

  • Excellent time management and prioritisation skills

  • Strong attention to detail

  • Ability to work well under pressure and not compromise on quality.

  • Experience of working in a high activity, quality driven environment

  • Confident and timely decision maker when working within key processes.

  • Excellent computer skills and technology competence

  • Comfortable with empowerment, proactive approach to customer contact

Package

  • Starting salary of £16,000 per annum, will increase to £16,750 following successful completion of 6 month probation period.

  • 30 days holiday (including bank holidays)

  • Eyecare vouchers

  • Bonus scheme (potential to earn up to £1200 extra per annum).