Customer Service Advisor
EVO Group
Bradford, GB
5d ago

WHAT WILL I BE DOING?

  • To answer calls quickly and efficiently, and relay correct information on customer queries, advising customers accurately to resolve any outstanding issues;
  • also deal with a high volume of emails queries from sales, customers and cash collections.

  • Act upon and deal with any post invoice queries received from internal and external customers. Ensure all invoice queries are logged and acted upon swiftly so not to delay any payment of the customer’s account, working closely with internal customers of sales, cash collections and other departments within the organisation.
  • To resolve customer complaints and to take ownership for customer requests including keeping them informed of delays or issues once a query has been raised.
  • Support internal colleagues in providing ETA information or detail on some pre invoice queries
  • Ensuring all queries are logged on the diary system so there is a full audit trail and queries kept open till resolution
  • Understand and fully utilise business systems in order to log all contacts and all actions taken in accordance with business rules and actively seek ways to improve.
  • Be able to demonstrate a full understanding of operational procedures and how the actions of the Customer Service Department impacts on the business especially regarding credit management and credit reduction.
  • All queries logged must have clear notes and full audit trail of actions taken and resolution.

  • Act in accordance with business processes and rules to ensure business decisions on all customer requests are completed promptly and accurately, and within customer and credit authorisation levels
  • Ensure all computerised customer records of query management and customer processes are kept up to date. Ensuring we are working within agreed query SLA’s and keeping customers updated if over SLA
  • Follow and achieve weekly and monthly objectives as set by the Customer Service Manager. Any other duties as and when required by management.
  • WHAT ARE WE LOOKING FOR?

  • Have a pleasant and friendly style with a genuine desire to please the customer by expressing appropriate levels of empathy for the customer’s situation whilst actively listening to understand customers’ needs.
  • Proficiency in actively solving problems and influencing customers to accept outcomes.
  • Highly resilient and able to handle complaints, even when dealing with difficult customers.
  • Work accurately and efficiently with an eye for detail.
  • The ability to handle queries in the best interests of both customer and Company.
  • Commercial sense to understand the financial impact on the business of credits on both Banner bottom line and internal sales impact in regard to credit management
  • Desire and ability to investigate to find root cause of queries and ensure they are acted upon appropriately
  • Good practical understanding and proficiency of working with Microsoft Office (Outlook, Word and Excel).
  • Excellent communication and interpersonal skills and the ability to adjust and interact with all levels of personnel.
  • The ability to multitask, be organised, agree priorities and meet deadlines.
  • The ability to adapt to change.
  • Industry and product knowledge would be advantageous.
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