Customer Service Advisor
Droitwich
£25,0000
Full Time, permanent
Four Squared Recruitment is working on behalf of a client looking for a skilled Customer Service Advisor. In this role, you will be responsible for managing claims and delivering exceptional service to customers and clients, consistently exceeding expectations. You will play a crucial role in supporting the client's team and upholding a culture of excellence.
Key Accountabilities / Activities:
- Collaborate with team members and management professionally, fostering effective teamwork and upholding high standards of behaviour.
- Assist with processing both new and existing instructions.
- Ensure daily tasks are completed within the specified timeframes, as outlined by the Team Leader, including first calls, and managing boards for tonight/arrivals/departures.
- Consistently review and update your Weekly Board.
- Regularly monitor emails and team folder, ensuring emails are color-coded, allocated, and filed appropriately to meet service level agreements (SLAs).
- Focus on delivering efficient accommodation services, offering the right solutions at the right time within SLAs.
General Duties:
- Continuously enhance personal performance and the customer experience by participating in regular call coaching, training sessions, and sharing best practices.
- Stay fully informed and competent in all accommodation solutions and departmental processes, seeking support in any areas requiring development.
- Provide flexibility with out-of-hours phone coverage as needed.
- Assist with covering holidays and sickness wherever possible.
- Strive to achieve or exceed individual key performance indicators (KPIs) and support others in reaching theirs.
Flexibility:
Due to the nature of the client's business, some flexibility is required. You may be asked to perform tasks not specific to your role when there is a business need.
Attainments/Competencies:
Essential:
- Customer-focused, attention to detail, strong written and verbal communication at all levels, computer literate, good relationship builder, effective time management, flexible approach.
Desirable:
- Motivational skills, sales & negotiation experience, good commercial awareness.
Previous Experience:
Essential:
- At least one year's experience in a customer service role.
Experience Required:
Essential:
- Ability to work on own initiative and meet tight deadlines, possess excellent communication skills, ability to adhere to company policies and practices.
Special Aptitudes:
Essential:
- Enthusiastic self-starter, willingness to learn, well-organized, positive 'can-do' attitude.
For more information please contact Harriet Ali at Four Squared Recruitment