Customer Service Advisor

Location: Stretford

AKW are recruiting a Customer Service Advisor to join their team at their site in Manchester. The role of the Customer Service Advisor will be to provide and promote a professional, customer focused service to ensure that the needs of customers are being satisfied and a world class service is being delivered and promoted across the Company.

Monday - Friday

40 hours per week

36.5k per annum

Additional benefits:

Life assurance

Pension

Exceptional fleet

Opportunity for training and development (CPC training)

Full Uniform and PPE

Onsite Parking

Cycle to work scheme

Loyalty Awards (recognises employees with 5, 10, 20, 30 and 40 years’ service)

Employee benefits and discounts across a range of top brands (including shopping, travel, motoring and days out)

About the job:

Utilise the CRM system to collate records of discussions or correspondence and to track customer complaint resolution to ensure all queries, including complex and escalated issues, are managed effectively and efficiently and customers are kept updated.

Adhere to agreed customer service standards, service level agreements, policies and procedures across all customer service functions, and deal with queries promptly and appropriately by verifying understanding, answering questions and offering assistance to increase efficiency and service levels.

Establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of company performance standards and business objectives.

Adhere to all HR, GDPR and Health & safety policies to ensure the Company are fully compliant.

Oversee booking in of delivery times and follow up on timed deliveries, taking action where necessary to ensure customers are notified of any potential service failures.

Provide quotes to customers in line with agreed schedules and input this data into Stirling to ensure accurate date is being maintained.

About the job:

Transport and warehousing preferable

Both working and technical knowledge of CRM systems preferably Sage

Both working and technical knowledge of software management systems including Stirling and Contrado

Product and pricing schedules

Dealing effectively with customer queries

Building and maintaining effective working relationships both internally and externally

Customer Account management

Full utilisation of a CRM system

Using software management systems