Customer Service Advisor

Air Liquide; Birmingham; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading company in the gas industry is seeking a Customer Service Advisor in Birmingham. The role involves handling customer inquiries, resolving issues, and maintaining strong relationships with clients. The ideal candidate will possess excellent communication skills and a proactive approach to customer service.

Qualifications

• Confident and clear communication skills across all contact channels.
• Ability to prioritize workload and solve problems.

Responsibilities

• Handle requests from customers in a local site/depot or branch environment.
• Develop and maintain knowledge of products, services, and systems.
• Resolve customers' complaints regarding products or services.

Skills

Communication

Problem Solving

Job description

Delivering Gas Solutions To The British Industry.

Energas is a key part of the Air Liquide Group presence in the UK. Energas are a leading service provider of cylinder gases to a variety of industry sectors in the UK, delivering a local and personal service, combined with global quality products and expert technical support. Energas supply a comprehensive range of cylinder gases to suit the needs of industry from stock. All of our cylinder gases are available in a variety of sizes, ranging from small portable cylinders through to high capacity cylinder packs.

For over 60 years, we have provided the best industrial gas supply and service, and we continue to strive to exceed our customer’s expectations every day.

We pride ourselves on offering a responsive, high-quality, and local service.

How will you CONTRIBUTE and GROW?

We are looking for a Customer Service Advisor to join our team who will answer customer enquiries and resolve customer issues in an efficient and timely manner.

Key Responsibilities:

1. Handle requests from customers in a local site/depot or branch environment, including new account and pricing setup, order entry, and queries, along with internal communication with operations and sales teams.
2. Raise manual notes for permitted scenarios and update Manual Log.
3. Raise credit notes following the credit note request procedure.
4. Take payments from customers and reconcile banking for gas and equipment.
5. Calculate commission payments to agents and make adjustments to cylinder holdings.
6. Complete manual templates to create Proforma Invoices as required.
7. Provide rapid resolution to issues and assess when a contact requires escalation or referral to an expert.
8. Develop and maintain knowledge of products, services, and systems.
9. Identify sales opportunities for referral to the sales team.
10. Develop strong long-term relationships with customers and agents to understand their needs.
11. Provide proactive service to selected customers based on outbound contact.
12. Manage work within KPI/target framework to optimize customer experience and productivity.
13. Process cash and card payments securely and responsibly.
14. Inform regular customers of new products, services, and price changes.
15. Resolve customers' complaints regarding products or services.
16. Answer questions about merchandise and advise on merchandise selection.
17. Assist in accurate and timely stock counts.

Are you a MATCH?

• Confident and clear communication skills across all contact channels.
• Ability to prioritize workload and solve problems.
• Remain focused in a busy telephone environment.
• Willingness to learn about industry, products, and customer and agent requirements.

Our Differences make our Performance

At Air Liquide, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, customers, patients, community stakeholders, and cultures worldwide.

We welcome applications from all qualified individuals, regardless of their background. We believe diversity fosters innovation and helps us create an engaging environment in a changing world.

A world leader in gases, technologies, and services for Industry and Health.

Through the passion and diversity of its people, Air Liquide leverages energy and environmental transition, healthcare changes, and digitization to deliver greater value to stakeholders.

Join us for a stimulating experience with opportunities for learning and development in an open, collaborative, and respectful environment.

Discover your professional journey at Air Liquide here!