Customer Service Advisor

JOB TITLE: CUSTOMER SERVICE ADVISOR

BASIC HOURS: 8.30 am to 5.30 pm (45 minute lunch allowed, 41.25 hours per week)

REPORTS TO: Customer Services Manager

GENERAL:

To act as first point of contact for all customers

• To answer the telephone in a polite and professional manner within the current company timescales.
• To ensure adequate cover of the telephone system at all times under the supervision of the Contact Centre Team Leader.
• To resolve the customer wnquiry at first point of contact as appropriate either by telephone or e-mail.
• To task / contact the relevant person / department to resolve the customer enquiry.
• To update KRM as appropriate with all actions undertaken on behalf of the customer.
• To liaise with other departments such as spares, internal and external service, wooden buildings etc as required completing customer queries regarding faults, damanges or missing items.
• To contact Direct Desptach suppliers, wooden buildings department etc to assist customers with delivery queries.
• To maintain the Pre Delivery INbox in a timely manner in accordance with current time scales.
• To maintain and update a working knowledge of products on the websites.
• To report any trends regarding customer enquiries to the Contact Centre Team.
• To inform the Commercial Team/ Contact Centre Team Leader/Customer Service Manager of any discrepancies found on the websites.
• To escalate complaints as required to the Contact Centre Team Leader and or Customer Service Manager.
• To contact customers on any matter at the request of the team leader or Customer Service Manager.

Any other duties the Customer Service Manager requires.

• Attention to detail.
• Ability to multi-task.
• Excellent communication skills.
• Professional manner.
• Must be computer literate.
• Able to work under pressure.