Customer Service Advisor

Job Description and Person Specification

Job Title: CS Advisor

Department: BJS Extra

Reporting to: Manager

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Job Summary

Act as a key point of contact for customers on the day of delivery and installation services, ensuring a smooth, professional, and customer-focused experience from start to finish. Provide clear communication, manage expectations, and coordinate effectively with internal teams to resolve issues quickly and maintain high levels of customer satisfaction.

Main Duties

• Act as the main point of contact for customers on the day of delivery and installation services, providing timely updates and ensuring a seamless service experience.
• Respond to customer queries and complaints promptly, ensuring all issues are acknowledged, logged, and resolved within agreed time frames.
• Maintain clear and consistent communication with customers throughout the delivery process to manage expectations effectively.
• Liaise with internal departments such as transport, warehouse, and operations to coordinate resolutions and ensure efficient delivery service.
• Update customer service databases, trackers, and CRM systems in real time with accurate and detailed information.
• Perform customer verification checks in line with company procedures to ensure data accuracy and security.
• Follow up on customer interactions to confirm issues have been resolved and service expectations have been met.
• Proactively escalate complex or unresolved issues to senior team members or management when required.
• Contribute to maintaining high levels of customer satisfaction through professional communication and effective problem-solving.

Required Skills, Competencies and Experience

• Strong communication skills, both written and verbal
• Ability to remain calm and professional under pressure
• Excellent attention to detail and accuracy in record keeping
• Strong problem-solving and decision-making abilities
• Ability to multitask and manage workload in a fast-paced environment
• Strong teamwork and cross-departmental collaboration skills
• Customer-focused mindset with a commitment to service excellence