Customer Service Advisor

Stericycle; Sale; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Contributory Pension Scheme

Life Insurance

Cycle to Work Scheme

SteriCares, employee support fund

Stericycle University – online library

Annual performance related pay review

Referral Scheme

Job summary

Stericycle is seeking a Customer Service Advisor to be the first point of contact for customer queries by phone and email. You will work closely with our support teams and Operations network to track, monitor and resolve inbound queries promptly.

You will build rapport with customers, record clear notes in the CRM, assist with pricing and invoice disputes, and escalate unresolved issues to management to protect SLAs.

Qualifications

• Experience providing customer service in a fast-paced environment.
• Excellent verbal and written communication.
• Ability to interpret data and customer reporting.
• Proficient in Microsoft Office.

Responsibilities

• Provide exceptional service to customers and resolve queries at first contact.
• Build rapport with customers and internal teams.
• Record notes in the CRM accurately.
• Resolve complex inquiries including pricing and invoice disputes.
• Escalate unresolved issues to management when SLAs are at risk.

Skills

Customer service

Verbal communication

Written communication

Microsoft Office

Problem solving

Commercial awareness

Education

High School

Tools

CRM system

Job description

Position Purpose:

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 identify any process issues, offering positive suggestions/ideas for suitable resolutions.
• Pro-actively escalates to management any unresolved customer query that may breach our agreed SLAs.

Education:

Required Education: in High School

Experience (EMEAA):

• 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.

Certifications and/or Licenses:

• 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)

Stericycle is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise, and it does not constitute any right or guarantee of employment condition. This position is open to people with disabilities. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources and risks prevention policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.