Call Centre Adviser

Job Title: Call Centre Adviser
Contract Type: Permanent
Location: Rochester
Salary: £16500 per annum
Start Date: 2019-03-19 00:00:00
Reference: 271100687
Contact Name: Pedro Tsiamas
Contact Email:
Job Published: March 13, 2019 16:37

Job Description

Position: Customer Service Advisor
Reporting to: Customer Service Team Leader
Location: Rochester, Kent
Principal Accountabilities

• To be the first point of contact for incoming customer queries via email, phone or written correspondence.

• To investigate customer complaints and propose solutions, gaining authorisation from the senior team when required.

• To log Web related queries into database, and refer onward as required.

• To effectively manage the email inbox to ensure queries are prioritised and responded to.

• To provide practical assistance to Stores and Regional Managers on customer service related issues.

• To assist customers in placing online orders where required.

• Provide customers with stock listings for mail order.

• Respond to all customer queries regarding faulty returns and dealing with these when they arrive.

• Respond to all customer queries regarding refunds on products purchased in stores.

• Liaise with Head Office Departments, suppliers and customers and follow through customer queries to completion.

• To keep all customer service records up to date, and provide reports as requested.

General Accountabilities

• To ensure that customer service standards are exceptional at all times.

• Provide professional after sales service.

• To build and maintain strong customer relationships and encourage customer loyalty.

• To ensure that you have current season product knowledge.

People Development

• To actively take part in training in all aspects of the business.

• To develop skills in driving our products, understanding and improving our processes.

• To take responsibility for your own development.

• To deliver exceptional service and performance at all times.

• Help to generate ideas for growing the business.

• To take responsibility for your decisions.

• To help create a team spirit that delivers best service to our customers.

This job description is not exhaustive and may be added to as the department develops.