Customer service advisor - Monday to Friday office based

About the Role

About the Role
If you love customer service and are motivated by making life easier for others, you'll enjoy working at our client's professional contact centre based in Coventry, where helping people is always the number one priority. Perfect Monday - Friday working days with 37.5 hours between 8:30am - 5pm!

You will be required to use your initiative, problem solving and analytical skills to resolve Customer Resolutions as quickly and efficiently as possible.

Role Responsibilities:

  • Coordinate internal stakeholders to ensure a swift and complete resolution to issues and where necessary escalate where needed
  • Prepare clear, comprehensive and informed response emails¬†
  • Handle customer escalations; assuring call-backs are completed on day or by the end of the next business day
  • Take inbound calls to handhold customers to their case handler
  • Ensure calls are dealt with in a professional, compliant and efficient manner
  • Identify any areas of improvement to continue to enhance the customer experience
  • Participate in training as requested
  • Ensure all record keeping of complaints is accurate and up to date at all times
  • Speaking with B2B customers regarding their accounts and helping with general enquires.

Experience required:
  • Show the ability to demonstrate complaint/resolution handling
  • Strong customer service, negotiation and resolution skills
  • Demonstrates good organisation and time management skills
  • Self-motivated and can work unsupervised
  • Desire to take ownership of issues and 'go the extra mile'

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