Customer Service Advisor
The Customer Service Advisor is part of a team acting as ambassadors for the Client's service
brand. They operate within an often rapidly changing framework whilst offering the highest levels of
customer service and will take full ownership of incoming calls and administration requests from
customers and field-based Associates, whilst also ensuring processes are regularly evaluated and
Delivery of a one-stop shop, owning queries through to resolution
Incoming Calls - Delivering required call handling targets with high professionalism
Administration - Delivering required response/completion to our customer in boxes
Outbound Calls - Delivering required targets for adhoc campaigns
Management of process documentation on Nexus (Client Document storage point)
Incoming contact from our customer base and field-based associates
The Customer Service Advisor will be an integral member of the Customer Service team, assisting the
Service agenda and contributing to all discussions and decisions, working collaboratively with colleagues to deliver the required results for the team, ensuring flexible, adequate cover at all times.
They will be responsible for managing and co-ordinating the workload within the team, creating a high performing
team culture and will be open to new ways of working with the team, keeping Customer
Centricity at the forefront.
They will ensure all contact with customers is conducted in a professional, informative, helpful and
efficient manner that delivers a hassle free service. Proactively looking to complete and drive
continuous improvement to enhance the response time in resolving queries and complaints through to
resolution, aiming to reduce end-to-end time for the customer and adapt processes if necessary. They
will use initiative, knowledge and problem analysis to resolve queries that come outside standard
processes and procedures and recognise when a request is outside of their scope to resolve and use
organisational agility for resolution & learning potential. Additionally they will inform customers of products and services, with the aim of maximising potential growth and customer satisfaction
and support new product launches and changes across the market.
They will be responsible for delivering Call Handling Grade of Service / Abandonment rate / Quality
and the closure of all daily In box requests by end of each day. They will provide seamless order
processing for the customer base and the delivery of all required Outbound campaigns, such as new
product launches, Overdue to Order, Account Management to maximise sales and reduce losses.
They will review process documentation regularly and make updates within Nexus and ensure all
customer information is kept up to date and notes of all conversations are recorded, including updates
to contact names and email addresses. They will understand and develop personal capability with a
view to improving one-stop performance.
Excellent telephone technique
Excellent written/verbal communication skills
Excellent planning & prioritisation skills to effectively manage a high and varied workload in a
pressurised environment - the ability to multi-task is essential
Strong IT skills, with experience in SAP, Salesforce, Excel and Outlook
Ability to build good working relationships with internal and external customers
Problem solving ability
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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