Customer Service Advisor - Tewkesbury - Temp


2018-09-27 15:10:03

Job location Tewkesbury, Gloucestershire, United Kingdom

Job type: fulltime

Job industry: Call Centre / CustomerService

Job description

Purpose of Position

Reporting to the Customer Service Manager and based at our Centre of Excellence office in Tewkesbury, the purpose of this role is to be the first point of contact for our customer base and dealing with queries in a timely manner. You will also be trained within other areas of the business such as Sales Service & Support and Credit Control functions.


* Manage inbound multi skilled calls across all product areas as required by the business

* Answer all calls within or exceed the required standard

* Transfer calls that require addition skill set input

* To process orders accurately and efficiently using the ICT systems

* Take payments from customers using the appropriate ICT systems

* Pro actively participate in outbound cross selling opportunities, promotions or campaigns as required by the business

* Use the CRM and CODAS system to maintain accurate customer history and information

* Take and progress feedback from customers

* Undertake front line cash collection and debt chasing

* Operate to agreed standards of customer service

* Undertake the Sales Service & Support functions when required

* Undertake the Credit Control functions when required

* Deal professionally and effectively with both internal and external enquiries

Measures and KPI's

Your Performance will be measured by reference to targets set around the following:

Specific KPIs to be agreed on the following:

* Sales targets

* Call performance

* Customer service standards

Key Competencies

* Good computer skills including MS Outlook, Word & Excel

* Excellent customer service skills

* Telephone sales/ Excellent telephone manner

* Customer focussed

* Experience of dealing with a high volume of customer queries and associated call volume

* Ability to manage a complex range of products, systems and customers

* Ability to demonstrate numeracy and literacy skills

* Excellent organisation and time management skills

* Ability to make decisions within designated agreed levels of authority

* Able to work under pressure

* Able to work under own initiative

The duties in this role description are not exhaustive and you may be required to perform other duties within your capability

Inform a friend!