Job Title:
Customer Service Advisor
Job Summary
Ensure efficient delivery of client system support, system administration and proactive assistance to all clients and suppliers.
Continually expand knowledge of the system modules and functionality to promote maximum assistance to clients and colleagues alike.
Adhere to weekly/monthly targets. Delivering superior service experience to internal and external customers.
Key Accountabilities
- To be the first point of contact when our clients and suppliers have questions/issues
- To provide a single point of contact for end users, operational teams and our suppliers.
- Escalate or forward issues to specialists technical or procurement functions, setting priority and required resolution times.
- Keep Purchasing Managers, Customers, and Operations Manager updated of any serious issues relating to the system, clients or suppliers.
- Ensure all helpdesk tickets adhere to a timeline, pursue for resolution and escalate where necessary
- Provide a "first point of contact" for all customer phone and email/helpdesk queries.
- Answer and log all calls in a timely manner, estimate resolution time, chase resolution, keep customers always informed and inform of the final resolution.
- Helpdesk tickets need to hold as much information about the call to ensure that other members can pick up the query if necessary and understand what the query relates to.
- Ongoing communication internally with Purchase Managers, Purchase Ledger and Treasury
- Support on any queries relating to invoice issues at site level, support suppliers who are set up for PDF EDI invoicing
Functional and Technical knowledge
- Excellent, demonstrable Customer Service Skills
- Good telephone manners, basic excel skills, works well in a team.
- Excellent written and verbal communication skills
- Highly organised individual with ability to work accurately under pressure
- Commitment to accuracy and an eye for detail
- Good awareness of MS Office suite of products
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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