Customer Service Advisor – Waltham Cross – 25K - Pertemps

Customer Service Advisor – Waltham Cross – 25K

My Client has been providing buildings support to local authorities, social landlords, NHS trusts and private sector clients for over 40 years. Founded in 1979, they have a proven track record of delivering successful mechanical, electrical and security services and solutions to our commercial and domestic clients.

They are in need of a customer service advisor to be part of a call centre acting as first point of contact to receive works from clients, update work management systems and ensure correct data entry.

THE ROLE:

• Accurately records and logs interaction with our customers, must be correct, detailed, and comprehensible
• Keeps sensitive information private & confidential
• Works with management to maintain best practices for efficient communication with our customers
• Deal directly with customers either by telephone & emails
• Respond promptly to customer enquiries
• Obtain and evaluate all relevant information to handle service enquiries
• Process job orders
• Organise workflow to meet customer timeframes
• Direct requests and unresolved issues to the designated resource
• Maintain client & business databases
• Communicate and coordinate with internal departments
• Provide feedback on the efficiency of the customer service process
• Manage large volumes of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
• Build sustainable relationships and engage customers by taking the extra mile
• Frequently attend training to improve knowledge and performance level
• Providing the right solutions to customers
• Meet targets in terms of quality & performance

Salary & Package:

• Salary 25K
• 37.5 hours a week Monday to Friday, between 09.00am – 5.30pm with a 1-hour unpaid lunch break
• 21 days holiday increasing by 1 day every 2 years’ service up to a maximum of 25 days, plus statutory days
• Pension scheme – Auto enrolment
• Employee Assistance Programme
• Life insurance
• Employee Referral Scheme
• Staff Discounts