Customer Service Advisor
Brellis Recruitment
- Nuneaton, Warwickshire
- Permanent
- Full-time
- Manage relationships and communications with retailers for all aspects of customer service & delivery.
- Work in a fast-paced environment to address customer issues submitted via telephone, through CRM database, live chat or instant message.
- Ensure key performance metrics are maintained and daily tasks are completed.
- Manage Client Campaigns e.g. new vehicle launch, gathering stock data, issuing orders and crediting etc.
- Assist with the creation of periodic performance reports, relating to customer service KPIs and escalate where KPIs are not achieved.
- To take a lead in highlighting customer issues and drive improvements to prevent reoccurrence.
- Support a culture of customer satisfaction through timely & thorough handling of queries.
- Maintain detailed SOPs, Projects, Work Instructions and Process flows for all customer service processes.
- Undertake regular training and development, with a clear focus on delivering exceptional customer experience.
- Support the wider cross functional and cross regional teams, building key relationships to support query resolution and continuous improvement.
- Ability to adapt and change in line with business needs
- Ensure all activities are conducted in accordance with Health and Safety policies and procedures
- Highly customer focussed
- Ability to interface and support relationships at all levels in all markets
- Ability to adapt and change rapidly
- Understanding of all aspects of customer service, including client relationships
- Excellent communicator, with an ability to persuade & influence both internal and external stakeholders.
- Process driven, with an ability to identify opportunities for improvements in service, cost or revenue for Unipart or the client
- Continuous improvement –capability of process design and sustainable process improvement
- Systems literate, experienced in learning new systems, maximising benefits of systems and interrogation of data
- Relevant Customer Service qualification or business experience
- Full UK driving licence or ability to travel to other customer sites across the UK
LogicMelon