Customer service advisor

Customer Service Advisor - Crewe - 6 Months + Training will be based in the office for up to 3 months Working 2 days a week in the office is required 37.5hrs a week, Monday-Friday ndash; 1 Saturday in 4 POSITION SUMMARY Responsible for managing the customer facing link of the supply chain with the purpose of providing accurate delivery information and problem solving to achieve consistent successful delivery for our customers with exceptional customer service. They receive escalated communication from internal and external customers by phone or e-mail with the purpose of providing satisfactory solutions in a high pressure, demanding environment. PRINCIPAL ACCOUNTABILITIES - Positively respond to a high number broad range of customer enquiries about delivery that often requires problem solving to find an acceptable solution for both the customer and the business. - Timely, accurate and professional customer communication in relation to their enquiry and in line with departments service level agreement (SLA) - Work to anticipate customer needs and ensure customer satisfaction. - Accurate completion of customer records/ administration tasks. - Responsive communication to pro-actively keep customers informed about any changes to their delivery requirements. - Competent negotiation application of relevant charges for additional or ad hoc services. - Commercial awareness to identify any potential customers at risk of leaving that can be linked to the appropriate team to retain. - Exemplify agreed company competencies when dealing with customers. REQUIREMENTS AND QUALIFICATIONS Education Requirements: - Good basic standard of education including Mathematics, English, Science grade C or above Skills and Experience: - Call centre experience and the ability to handle up to and over 60 calls per day - Passion to deliver excellent customer service with ability to share difficult customer conversations - Confident and professional telephone manner - Ability to work in a faced paced environment - Highly accurate data input - Multitasking - Friendly and able to communicate at all levels - Excellent organisation skills - Good working knowledge of basic computer programmes - Proven ability to adaptable to change - Team player - Excellent problem-solving skills Customer Service Advisor - Crewe - 6 Months