Customer Service Advisor (Permanent)

Acorn Recruitment is seeking a Customer Service Advisor to work for their client based in Croydon. This is a full time position working rotating 2 week shifts: 8.30 am to 6.00 pm & 9.30 am to 7.00 pm with 1 hour for lunch. Starting salary for this position is ££17,304, rising to £17,680 after 3 months probationary period.

OVERALL PURPOSE OF JOB
To provide excellent customer care, in dealing with associated queries, order processing, returns and all other tasks relating to customer ordering process.

KEY TASKS & RESPONSIBILITIES

To handle customer requests for information/complaints in a professional and timely manner, documenting all relevant information - and flagging complaints to Customer Service Supervisor and/or designated person the same day
To place orders for customers by any media used, delivering an error rate of less than 0.5%
To handle product returns and credits according to the defined procedure
Perform identified actions for overdue orders, including communication to customers and chasing
Department efficiency - to proactively flag inefficiencies impacting on customers, to the Customer Service Supervisor or other designated persons or stakeholders
Assist the Logistics Team in the dispatch of orders as required
Any other duties as required


KNOWLEDGE / EXPERIENCE REQUIRED FOR ROLE

Previous experience in a customer support role skills
Strong telephone and verbal communication skills along with active listening
Good IT skills with accuracy and attention to detail
Customer focus and adaptability to different personality types
Familiarity with CRM systems and practices
The ability to work under pressure and meet targets
Ability to multi-task, set priorities and manage time effectively
COMPETENCIES REQUIRED FOR ROLE

Identifies customer needs correctly
Listens to customers and asks questions to clarify
needs
Responds appropriately to customer needs
Deals with customer issues directly or refers on to the correct person or source.
Informs customer what has to be done.
Establishes rapport by adopting a friendly and helpful attitude to the customer
Constantly checks the understanding of customer requirements.











Acorn Recruitment acts as an employment agency for permanent recruitment.