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Professional Personnel Management Ltd; Coventry; On-site; GBP 23,000 - 32,000; Full time

Job summary

Professional Personnel Management Ltd is recruiting for a Customer Service Advisor to join a client’s team on a full-time, permanent basis. You will be the first point of contact for clients, delivering a professional and efficient service while handling inquiries and support tickets.

Working Monday to Friday, 8:00am to 5:00pm, you will report to the Customer Success Manager and be responsible for maintaining CRM records, hitting KPIs and ensuring high levels of client satisfaction.

Qualifications

• Experience in customer service or client-facing roles is advantageous.
• Strong verbal and written communication skills.
• Excellent IT and organisational skills.
• Ability to prioritise workload and meet KPIs.
• Attention to detail and accuracy in records.

Responsibilities

• Handle and resolve client support tickets and enquiries efficiently.
• Ensure KPIs are 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 with colleagues across departments to resolve issues and achieve client outcomes.
• Maintain a professional and customer-focused approach at all times.
• Prioritise workload to consistently meet KPIs.

Skills

Customer Service

CRM

Communication

Time Management

Organisation

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