Customer Service Advisor

Confidential; Middleton; On-site; GBP 18,000 - 21,000; Full time

Job summary

Confidential in Middleton is seeking a Customer Service Advisor to deliver outstanding support across telephone, email and online chat. The role requires handling enquiries, providing accurate information, and maintaining knowledge of products and services to ensure a positive customer experience.

You will record interactions in CRM, process orders/returns, meet SLAs and KPIs, and work with colleagues to resolve issues.

Qualifications

• Previous experience in a customer service role.
• Excellent verbal and written communication skills.
• Experience handling customer enquiries via telephone, email, and live chat.
• Strong problem-solving and conflict-resolution skills.
• Good IT skills, including Microsoft Office and CRM systems.

Responsibilities

• Respond promptly and professionally to customer enquiries via telephone, email, and online chat.
• Provide accurate information regarding products, services, pricing, orders, and policies.
• Resolve customer issues and complaints efficiently, escalating complex matters when required.
• Follow up on customer enquiries to ensure satisfactory resolution.
• Maintain a courteous, friendly, and professional manner at all times.

Skills

Verbal communication

Written communication

Multichannel support

CRM proficiency

Time management

Tools

CRM systems

Microsoft Office

Job description

Job Title: Customer Service Advisor

Location: Middleton

Hourly Pay: 13.29

Contract: Temporary on-going contract

Job Purpose

To deliver outstanding customer service by handling customer enquiries through multiple communication channels, including telephone, email, and online chat. The role involves providing accurate information, resolving customer issues efficiently, and maintaining a strong knowledge of company products and services to ensure a positive customer experience.

Key Responsibilities

Customer Support

• Respond promptly and professionally to customer enquiries via telephone, email, and online chat.
• Provide accurate information regarding products, services, pricing, orders, and company policies.
• Resolve customer issues and complaints efficiently, escalating complex matters when required.
• Follow up on customer enquiries to ensure satisfactory resolution.
• Maintain a courteous, friendly, and professional manner at all times.

Product Knowledge

• Develop and maintain comprehensive knowledge of company products and services.
• Provide customers with advice and guidance on products that best meet their needs.
• Stay up to date with new product launches, promotions, and updates.
• Identify opportunities to educate customers about additional products or services that may benefit them.

Administration & Systems

• Accurately record customer interactions and maintain customer records within CRM and company systems.
• Process orders, returns, refunds, exchanges, and service requests as required.
• Ensure all customer information is handled in accordance with data protection and company policies.
• Meet service level agreements (SLAs) and key performance indicators (KPIs).

Teamwork & Continuous Improvement

• Work collaboratively with colleagues and other departments to resolve customer queries.
• Contribute ideas to improve customer service processes and customer satisfaction.
• Participate in training sessions and ongoing professional development activities.

Skills & Experience

• Previous experience in a customer service role.
• Excellent verbal and written communication skills.
• Experience handling customer enquiries via telephone, email, and live chat.
• Strong problem-solving and conflict-resolution skills.
• Good IT skills, including Microsoft Office and CRM systems.
• Ability to manage multiple tasks and prioritise workload effectively.

INDAB