Customer service advisors

Job Title: Customer service advisors
Contract Type: Permanent
Location: Altrincham, Cheshire
Salary: £15500.00 - £16500.00 per annum
Start Date: ASAP
REF: J705_1491213866
Contact Name: Liam Foster
Contact Email:
Job Published: over 1 year ago

Job Description

Customer Service Advisor.
To provide quality customer service to both inbound and outbound customers, Helping with all enquiries,

Job Purpose
To effectively answer inbound and make outbound calls where we are currently processing there order. The role is a target driven role with monthly agreed key performance indicators. Quality and customer satisfaction are a key to the role. We aim to answer all client questions on our first contact with the customer via phone, e-mail or web chat. The ideal candidate will be expected to be on inbound queries 50% of their shift and outbound duties for existing clients for the other 50%.
Duties and Responsibilities
To lead by example at all times and adhere to company standard at all times including attendance and late.
To be organised and ensure that time management is a key focus to deal with client queries in an efficient manner
To effectively handle both inbound and outbound calls within a target driven environment
To answer queries relating to the company's products and services in a professional manner building up a positive relationship with our clients
To impact on service level by utilising customer service techniques such as problem solving, first call resolution, asking the correct questions, rapport building, complaint handling, active listening and positive clear communication
To ensure each call is delivered within company call quality guidelines ensuring compliance, first class customer service with no instances of misadvising clients.
To maximise productivity targets to impact on set KPI areas
KPI areas
*Average Handle Time
*Consumer questionnaire completed
*Call Quality
*Wrap time %
To work successfully within a team and offer support to colleagues when and if needed.
To have an impact and take responsibility for own performance; strive towards exceeding monthly objectives as agreed in a monthly review.
Strong communication skills both internally and to external clients, to ensure we communicate effectively and professionally at all times.
To complete any additional duties as when requested by line manager or any other department if requested
To respond to customer queries via various channels including e-mail, letters; communicate with clients via web-chat
Is responsive to feedback and understand the benefit of feedback to achieve business objectives
To take reasonable care for health and safety of self and others who may be affected by acts of omissions related to your work. Co-operate fully with the management of the Company with regard to any duty or requirement imposed on them by the relevant Health and Safety legislation to allow that duty or requirement to be carried out or complied with.
This job description is illustrative and not exhaustive. As such it will be subject to revision from time to time as required.
The department opens from 08.00-20.00 Monday to Thursday 08.00-17.00 Friday - 10.00 -16:00 on Saturday
Hours: 37.5 hours per week
Over-time available
The first stage of the application process is to apply online. If you would like any more information about this vacancy before applying, please feel free to contact us and ask for Liam.
If you have not been contacted by telephone or email within 7 days of your application, you have been
unsuccessful on this occasion. Unless you notify us otherwise, we will retain your CV and covering letter on our database and may contact you with other job opportunities in the future.

Regional Recruitment Services Ltd acts as a Recruitment Agency and Employment Business that specialise in Customer Services & Administration, Sales & Marketing, Accountancy & Finance, Supply Chain & Logistics, Engineering & Manufacturing and Trades & Labour. You can view all of our live vacancies by visiting our website.