Customer Support Advisor

 

Main characteristics

Location

Shrewsbury, Shropshire

Company

Absolute Personnel

Employment type

Permanent

Category

Customer Services

Job summary

Customer Support Advisor

Shrewsbury (Battlefield)

Monday -Friday 9.00-17.00 (37.5 hours)

Salary DOE

Perm

Our client has served the education and library sectors for many years, they design learning spaces and community places to improve well-being and outcomes. A unique opportunity has arisen to join their dynamic company. They are currently seeking a Customer Support Advisor, within their team.

You will assist the company in achieving its business objectives and revenue targets by working as part of a team delivering first-class multi-channel support and sales to all customers and partners. This will be achieved by reaching out and identifying prospective customers and leads across multiple channels, including telephone, email, and webchat. Also answering incoming enquiries within agreed timescales, providing customers information on products and services, accurate processing, and monitoring of sales orders, responding to enquiries and finding solutions to customer issues. The role will require regular liaison with our customers, outbound and inbound. Close relationships with internal colleagues are vital, to ensure the customer journey is efficient and service levels are achieved.

Main responsibilities:

* Respond professionally to a high volume of emails and phone enquiries, adhering to agreed phone and email etiquette guidelines, and achieve a high accuracy rate.

* Liaise with customers via webchat on a regular basis.

* Reaching out across all channels while maintaining a professional manner to develop excellent client relationships and encourage sales.

* Proactively scope and follow up potential sales leads from Web downloads and Brochure requests.

* Proactively follow up request for quotes with outbound calls and emails in a timely manner.

* Confidently and professionally present good consultancy skills and advice to potential or existing customers, encouraging, and supporting sales of new VIF solutions.

* Maintain accurate & up to date customer records liaising with Sales Team for any new customers to be assessed.

* Process customer orders received across all channels (incl. taking payments over the phone) and confirm delivery dates and lead times with customers, ensuring necessary documents & notes are added to relevant systems Responsible for raising returns, invoices, and credit notes where necessary and in line with agreed credit limits.

* Be available for training and communication meetings, as required. Offer feedback and insight as necessary to aid continuous improvement.

* Proactively manage your own open orders, customer queries using relevant systems to meet agreed targets, ensuring customer delivery/query resolution expectations are communicated to avoid chasers.

* Confidently respond to customer complaints and expressions of dissatisfaction (EoDs) aiming to address the customers area of concern or escalate to TL/HoCS where necessary.

* Customer feedback & continuous improvement Highlight to Customer Support Manager any customer concerns, or areas where we can improve our processes, websites, &/or communications with customers.

* Proactively sign-post customers via email or verbally to our brand websites, increasing customer awareness, website visits and online order volumes to support our business goals.

* Use all CRM systems applicable to support your functional role and maintain business continuity.

* Work to agreed KPIs in your role i.e., call answer rate, average handle time (AHT), do not disturb time (DND), work volume throughput and email/phone etiquette standards.

* Work in accordance with company values, ensuring the customer is at the heart of everything you do.

Ideal candidate:

* Exceptional communication skills, inbound and outbound

* Professional and friendly telephone manner

* Pro-Active attitude

* Good interpersonal skills

* Strong relationship builder

* Highly organised with a sense of urgency and able to prioritise and multi-task

* Excellent time management skills

* Excellent attention to detail

* Ability to handle difficult situations and work calmly under pressure.

* Team player

* Cultural awareness

* Strong English language skills, written and verbal.

* Professional, sociable, and friendly

* Punctual and reliable

If this position is of interest please apply