JOB TITLE: Customer Service Advisor

DATE:

DEPARTMENT: ACS

LOCATION: All

1. JOB DETAILS

a)   Reports to:  Team Manager

b)   Responsible for: N/A

c)    Working Hours: As stated in your Offer Letter, but flexibility required.

d)   Essential Qualifications or Skills required: Excellent communication skills and high-quality customer service expertise. Good communicator and team player. Ability to work under pressure. Self-motivated and self-disciplined working practice. Good keyboard skills.

2. JOB SUMMARY

To provide a high level of service to ACS and build rapport with our new and existing customers. To show them empathy, whilst managing their expectations and ensuring all customer contacts result in a positive experience.

Must show a professional manner at all times and feel at ease multi tasking to search and relay appropriate information to the customer.

Able to work alone or within a team.

This role will involve responding to customer service calls (inbound and outbound), written communications via e-mail, web chat or letter, on behalf of our client’s. Experience across all these domains is desirable.

3. KEY TASKS

• To provide a high level of Customer Service in all customer contact situations, recognising Customer Service standards and your empowerment to deliver total customer satisfaction.
• To deliver a high standard of calls inbound/outbound in a confident, professional & friendly manner.
• To deliver a high standard of written communications via email, letter and/or webchat in a confident, professional & friendly manner.
• To achieve and exceed agreed personal and team targets.
• Contribute to the development of a strong Client and Customer relationship by understanding their individual needs.
• Ability to understand and retain high volumes of different procedures and information across different services.
• To be commercially aware and recognise and report on prospective business opportunities and competitor activity.
• Communicate clearly and openly and display excellent listening skills at all times.
• Ensure a positive attitude and high level of commitment.
• To ensure all customer details are captured and updated appropriately, to maximise opportunities and increase customer perception
• To provide feedback to management on potential improvements to existing procedures and scripting.