Customer Service Advisor

Allscreens Nationwide Ltd; Coventry; On-site; GBP 23,000 - 32,000; Full time

Job summary

PPM Recruitment is recruiting a Customer Service Advisor on a full-time, permanent basis in the United Kingdom. The role involves being the primary contact for clients, handling enquiries and support tickets, and maintaining CRM records.

Reporting to the Customer Success Manager, you will strive to meet KPIs and deliver a high level of client satisfaction while working closely with internal teams in a fast-paced environment.

Qualifications

• Strong verbal and written communication skills.
• Excellent IT and organisational skills.
• Ability to prioritise workload and consistently meet KPIs.
• Previous customer service or client-facing experience would be advantageous.

Responsibilities

• Handle and resolve client support tickets and enquiries efficiently.
• Ensure KPIs are consistently met, including response times and client satisfaction.
• Accurately record all client interactions and updates on the CRM system (Freshdesk).
• Monitor inbound logs and communicate with clients regarding penalties or quarantined items.
• Manage a range of miscellaneous client enquiries.
• Ensure clients understand and follow the correct processes.
• Work closely with colleagues across other departments to resolve issues and achieve excellent client outcomes.
• Maintain a professional and customer-focused approach at all times.

Skills

Verbal communication

Written communication

IT skills

Organisational skills

KPI targets

Tools

Freshdesk CRM

Job description

PPM Recruitment are currently recruiting for a Customer Service Advisor to join our client's team on a full-time, permanent basis.

Job Title: Customer Service Advisor

Hours: Monday to Friday, 8:00am - 5:00pm

Salary: £27,537.23 per annum

The Role

As a Customer Service Advisor, you will be the primary point of contact for clients, providing a professional and efficient service while ensuring all enquiries and support tickets are dealt with promptly.

Reporting to the Customer Success Manager, you will be responsible for meeting key performance targets, maintaining accurate CRM records and working closely with internal teams to ensure a high level of client satisfaction.

Key Responsibilities

Handle and resolve client support tickets and enquiries efficiently.

Ensure KPIs are consistently met, including response times and client satisfaction.

Accurately record all client interactions and updates on the CRM system (Freshdesk).

Monitor inbound logs and communicate with clients regarding penalties or quarantined items.

Manage a range of miscellaneous client enquiries.

Ensure clients understand and follow the correct processes.

Work closely with colleagues across other departments to resolve issues and achieve excellent client outcomes.

Maintain a professional and customer-focused approach at all times.

Strong verbal and written communication skills.

Excellent IT and organisational skills.

Ability to work effectively in a fast-paced, results-driven environment.

Strong attention to detail.

Excellent time management and organisational skills.

Ability to prioritise workload and consistently meet KPIs.

Previous customer service or client-facing experience would be advantageous.

Personal Attributes

Process-driven and proactive approach.

Professional manner and appearance.

Reliable, trustworthy and self-motivated.

Strong relationship-building skills.

Positive team player with a can-do attitude.

Ability to remain organised and focused under pressure