Customer Service Advisor

evo; Derby; On-site; GBP 20,000 - 25,000; Full time

Job summary

Join a leading business supplies distributor as a Customer Service Advisor. In this role, you'll deliver exceptional service, manage queries efficiently, and contribute to a culture that values customer experience. Your ability to empathize with clients and problem-solve effectively will be essential.

Benefits

Flexible working

Pension contributions

Cycle to work scheme

Employee Assistance Programme

State of the art IT equipment

Volunteer days

Qualifications

• Previous customer service experience is a must.
• Understanding of online trading, regulations, and standards.
• Ability to handle complaints and complex customer queries.

Responsibilities

• Respond to customer queries via calls and emails.
• Resolve customer complaints and ensure swift handling of issues.
• Log and track queries to maintain a full audit trail.

Skills

Communication

Problem Solving

Resilience

Attention to Detail

Customer Empathy

Tools

Microsoft Office

Job description

The Customer Service Advisor will respond to customer contacts, delivering a high level of service to all customers. They will both reactively and proactively liaise with customers, identifying customer needs, building rapport and offering solutions. They will ensure queries are dealt with rapidly and efficiently. All applicants must have an excellent telephone manner and written communication skills and the ability to follow all queries through to resolution in a professional and courteous manner.

The Customer Service Advisor will also actively promote an organisational culture that values, reinforces and strives to continuously improve the customer experience.

This role whilst within the EVO Group organisation is to support our external customer Post Office and will be providing support for them.

Your Schedule: Mon - Fri, 9:00 - 17:00

Your Responsibilities As a Customer Service Advisor:

• Answer calls quickly and efficiently, relaying correct information on customer queries, advising customers accurately to resolve any outstanding issues. Deal with a high volume of email queries from sales, customers and cash collections. Dealing with any Webchat enquires.
• Act upon and deal with any post sales queries received from internal and external customers. Ensure all queries are logged and acted upon swiftly, working closely with internal colleagues and managing customer expectation.
• Resolving customer complaints and to take ownership for customer requests, including keeping them informed of delays or issues once a query has been raised.
• Ensuring all queries are logged on the diary system so there is a full audit trail and queries are kept open till resolution.
• Understanding and fully utilising business systems in order to log all contacts and all actions taken in accordance with business rules and actively seek ways to improve.
• Demonstrate a full understanding of operational procedures and how the actions of the Customer Service Department impact on the business especially regarding credit management and credit reduction. All queries logged must have clear notes and full audit trail of actions taken and resolution.
• Act in accordance with business processes and rules to ensure business decisions on all customer requests are completed promptly and accurately, and within customer and credit authorisation levels.
• Ensure all computerised customer records of query management and customer processes are kept up to date. Ensuring we are working within agreed query SLA's, take responsibility for own query diary maintenance and keep customers updated if over SLA.
• Follow and achieve weekly and monthly objectives as set by the Ecommerce Manager as well as any other duties as and when required by management.
  
  

QUALIFICATIONS/EXPERIENCE

Essential

• Previous customer service experience is a must.
• A background and understanding of online trading, online regulations and standards are a must.
  
  

SKILLS/ ABILITIES

Essential

• Have a pleasant and friendly style, with a genuine desire to please the customer by expressing appropriate levels of empathy for the customer's situation whilst actively listening to understand customers' needs.
• Proficiency in actively solving problems and influencing customers to accept outcomes.
• Highly resilient and able to handle complaints, even when dealing with difficult customers.
• Work accurately and efficiently with an eye for detail.
• The ability to handle queries in the best interests of both customer and Company.
• Commercial sense to understand the financial impact on the business bottom line.
• Desire and ability to investigate and find root cause of queries and ensure they are acted upon appropriately.
  
  

Desirable

• Industry and product knowledge would be advantageous.
• Good understanding of online trading, regulations and standards.
• Good practical understanding and proficiency of working with Microsoft Office (Outlook, Word and Excel).
  
  

NOTE : The responsibilities associated with this position are not limited to the above description and may be modified at any time by the Company.

The Company

evo - a powerhouse of brands.

evo Group of Companies is the UK and Ireland's largest multi-channel business supplies and services distributor. We operate a centralised distribution network, with distribution centres around the UK and Ireland, complemented by regional cross-dock sites. Our unrivalled logistics platform includes hundreds of our own delivery vehicles, efficiently delivering a vast range of essential goods to workplaces across the nation.

We Recognise That Our People Are At The Heart Of Our Culture Here At Evo And We Are Proud To Employ Over 2,000 People Across Our Industry Leading Brands:

VOW Wholesale, VOW Ireland, Banner, Complete, Premvan, Truline & Staples.

The Benefits

• Flexible working
• Pension contributions
• Cycle to work scheme
• Employee Assistance Programme
• State of the art IT equipment
• Volunteer days