Customer Services Advisor
- Location:
-
Warrington (WA1) jobs
- Salary:
- Up to £19,000
- Company:
- Brookson Accountancy
- Job type:
- Temporary jobs
- Date posted:
- 24/11/2009 16:11
- Job id:
- 45809577
- Contact:
- Sarah Nevinson
- Ref:
- Totaljobs
Role Purpose
Build and manage a proactive relationship with a portfolio of customers and consistently provide a brilliant customer experience with every interaction.
Role Accountabilities
·Advise, support and build excellent working relationships with an allocated portfolio of customers.
·Demonstrate efficient time management skills by effectively managing the time needed to support your customers whilst ensuring you also support the day to day operational needs of the Customer Service Department
·Receive and ensure resolution of customer queries efficiently and with high levels of customer care, co-ordinating the more technical queries to the relevant operational areas as required.
·Have a clear and thorough understanding of all operational areas enabling the majority of the frequently asked questions received from the customers to be answered quickly and confidently.
·Effectively interpret calls and fully understand queries to ensure that the correct individualised advice and support is provided, or that the query is resolved by liaising with the appropriate operational team.
·Identify those customer calls that require redirection to our business partners for their specialist help and advice.
·Pro-actively contact allocated customers on a regular basis to promote the Brookson services and introduce elements of the service they may not currently be using to ensure their Brookson experience is a brilliant one and exceeds their expectations.
·Use the system tools at your disposal to identify populations of customers that you need to proactively contact.
·Demonstrate a proactive approach by fully utilising your Microsoft Outlook calendar to log customer call backs and to do items to ensure all are completely in a timely manner and meet or ideally exceed customer expectations.
·Ensure that the services you provide adheres at all times to the operational standards for quality and timeliness.
Required Skills & Experience:
·Experience of dealing with a high volume of calls in a customer facing environment.
·Fully conversant with Microsoft Word and Excel and bespoke in house data bases.
·Ideally educated to degree level.
·Experience of working in a financial environment is desirable.
·Experience of managing or supervising staff is desirable.
·A friendly and outgoing individual who genuinely enjoys dealing with people.
·An excellent professional telephone manner is essential for the role as is a passion for doing a good job and providing excellent service to customers.
·Attention to detail and able to work with a high degree of accuracy.
·Experience of dealing with high volumes of complex issues through to resolution
·A proven track record of continuous development through education and training.
·A committed team player who will go that extra mile for the team.
·An extremely positive and proactive approach to work with the ability to work under pressure and to deadlines.
