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Form of work
Salary- Salary: up to £29,431pa
- 28 days Holiday (including bank holidays)
- Hybrid working after 6 Months
- Structured training plan & great progression opportunities
- Permanent Position
- Working Hours:Monday to Friday
- Free shuttle bus from Watford station
As an Customer order advisor, you will join our fantastic order & delivery team on our great campus in Watford, where you will work with our customers over the phone & via emailto ensure all calls are answered, reviewed and resolved within company service level agreement.
You will need to be a great communicator to ensure you can manage all calls from our customers , be confidant to review customer files to understand situation and be a forward thinker to deliver the best customer service. You will need to be confident on the phone and be able to build relationships and to manage any upset or distressed customers to resolve issue and deliver company KPI’s and targets.
You will be supporting the end to end process from understanding to orders with dealers, to the employers answer questions about the contracts and the employees to ensure you resolve any issues that arise throughout the process.
Ideally you need to have at least 2 years’ experience in a call center or phone based role, great communicator with an eye for detail to ensure that no stone is left un-turned during the process , a solid history of managing portfolios of work at different stages and where you have worked on phone for more than 70% of your working day.
Customer order advisor – Main responsibilities: Skills & Experience:
- Takes full accountability for the work and service you deliver, striving to exceed KPIs and SLAs
- Responsible for all inbound and outbound interactions in the team
- Owns any interaction through to completion, proactively chasing responses internally and externally where needed to complete a task
- Responds to all interactions articulately and professionally, providing all the information required first time
- Always puts themselves in the drivers shoes to see things from their perspective
- Takes time to understand the drivers needs
- Able to deliver difficult messages, using each opportunity to explain and educate
- Continually reviews what you are doing to look to make improvements
- Champions and is empowered in first contact resolution (FCR)
- Takes responsibly to find out if you don’t know the answer
- Makes calls instead of sending emails in the first instance where possible
- Management of internal and external systems, keeping information accurate and up to date
- Is flexible to take on bespoke and ad hoc on tasks allocated by Line Manager
- Co-ordinates multiple team responses to give a holistic response where required
- Demonstrates an ability to resolve complaints and difficult enquiries with first interaction
- Assist with team training
Would also suit: Customer order advisor,customer advisor, call centre, call handler.
