Customer Service Advisor

Shred-it; Sale; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Contributory Pension Scheme

Life Insurance

Cycle to Work Scheme

SteriCares employee support fund

SteriCares University

Annual pay review

Referral Scheme

Flu voucher

Eye Test voucher

Job summary

Stericycle is a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment.

Since our founding over 30 years ago, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size.

Qualifications

• Required Education: in High School, Be able to demonstrate an ability to work within a fast paced environment within the service industry.
• Excellent verbal and written communication skills.
• Demonstrate commercial awareness.
• Results oriented.

Responsibilities

• Serve as first point of contact for customer queries via telephone and email.
• Track, monitor and resolve inbound queries in a timely manner.
• Provide accurate and timely information to instill customer confidence.
• Record clear notes within the CRM system.
• Resolve complex inquiries including pricing queries, invoice disputes, and manage customer dissatisfaction.
• Identify credits due and calculate full or partial credits.
• Handle complaints and objections to achieve full resolution.
• Escalate unresolved queries to management to meet SLAs.
• Suggest process improvements and escalate issues to prevent recurrence.

Skills

Customer service

Verbal communication

Written communication

Data interpretation

CRM system

Problem solving

Attention to detail

Teamwork

Education

High School

Tools

CRM system

Microsoft Office

Job description

Working within our Customer Service Team the successful candidate will have a proven track record in providing a high level of customer service. You will be the first point of contact for customer queries via both telephone and email, working closely with our support teams and Operations network to efficiently track, monitor and resolve all customer inbound queries in a timely manner.Key Job Activities: Provide an excellent level of service which ensures customer needs and expectations are met, whilst working towards first contact resolution. Establish and build rapport with customers, providing accurate and timely information to instill customer confidence in our ability to deliver an exceptional level of service. Build and maintain strong working relationships with both internal and external customers, establishing and building strong relationships with other departments. Ability to understand, analyse and interpret data and customer reporting. Pro-actively keep customers updated on all aspects of their enquiry in a timely manner. Accurately record clear and concise notes for each customer interaction within the CRM system. Resolve complex customer enquiries including pricing queries, invoice disputes and manage customer dissatisfaction. Identify whether a customer is due a credit as part of a billing query and be able to calculate full and partial credits. Confidence in handling customer complaints, managing objections and taking ownership through to full resolution. Identify and escape any process issues, offering positive suggestions/ideas for suitable resolutions. Pro-actively escape to management any unresolved customer query that may breach our agreed SLAs.

Required Education:

in High School, Be able to demonstrate an ability to work within a fast paced environment within the service industry. Able to work on own initiative or as part of a wider team. Demonstrate a logical thought process in line with customer demands and expectations. Excellent verbal and written communication skills. Demonstrate commercial awareness. Competent in all Microsoft packages. Strong problem solving skills with attention to detail. Results oriented.

Stericycle is a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment. Since our founding over 30 years ago, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Every day, we help our customers solve complex challenges by safely managing materials that could otherwise spread disease, contaminate the environment, or compromise one's identity. Join us on our mission to protect health and well-being in a safe, responsible, and sustainable way.

Stericycle offers you:

• Contributory Pension Scheme
• Life Insurance
• Cycle to Work Scheme
• Access to SteriCares, our employee support fund
• Stericycle University - Our online library of self-development & learning
• Annual performance related pay review.
• Referral Scheme (Earn by introducing people in your network to the Stericycle family)
• Flu voucher
• Eye Test voucher
• And more…