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Customer Services Advisor

Posted: March 2019

Hours: 37.5

Location: Thornbury

Salary: competitive salary

Closing Date: 10th April 2019

Job Description:

We are looking for a Customer Service Advisor to join us on a permanent as we continue to grow and expand our team.

As part of a multimedia customer services team, this role will handling order queries via telephone calls, e-mails and web chat.

This is a busy and varied role where you will be dealing with a wide range of queries in a professional but friendly manner to assist
our customers.

As a self-motivated and enthusiastic individual, your role will be to provide an outstanding level of customer service by identifying the customer needs and providing the best customer experience for each enquiry whilst maximising revenue at every opportunity.

Key Responsibilities

•Respond proactively to achieve first contact resolution of all enquires through a professional, approachable and warm service to deliver the teams KPI’s.

•Understand the customer needs to identify opportunities to add value to the interaction.

•Understand the wider company sales strategy to recognise sales leads and escalate as appropriate to support business and the team’s objectives and targets.

•Establish and build effective working relationships with both internal and external customers, demonstrating excellent communication skills.

•Use product knowledge to identify and support the right uniform solution for the customer.

•Work as part of the team to meet customer delivery expectations (on time in full)

Skills, Competencies and Qualifications

•Proven customer service is essential.

•Excellent communications skills both verbal and written.

•Demonstrable sales skills including switch and ad selling.

•Commercial awareness to support business focussed decision making.

•Proactive, problem solver.

•Numerate.

•Organisational skills, including prioritisation that enables the business to meet its SLA’s

•Proven ability to build rapport with customers and ability to confidently manage challenging scenarios through varied media channels i.e. phone and e-mail and
web chat.

•Attention to detail and accurate data entry.

•Computer literate with confident systems knowledge including Microsoft Outlook and Excel
and experience of CRM systems.

Alexandra is a great place to work; not only do we have lovely offices with free parking on site but we are constantly growing and adapting so there are many opportunities within the organisation for career development. We work a 37.5 hour week Monday to Friday on a rotating shift between 8am and 6pm. We offer various benefits including 25 days holidays.