Customer Service Advisor

Placed: 01/12/17
Region: Warwickshire
Category: Jobs


Content of the advertisement:

Customer Service Representative

Our client, a major blue chip distribution company in Coventry requires a Customer Service Advisor to complete their successful team. The position is working within a small call centre and involves working on behalf of their customer.

The role Monday - Friday between the hours of 8:00-18:00, working mainly on a 8:00-16:30 shift with one late shift every 2 weeks.

Overview of the Role
To work as part of a Customer Service team putting the Customer First, all customers both internal and external, responding to customer enquiries quickly, efficiently, accurate and within agreed contractual KPIs, escalating where appropriate. Understanding & anticipating the Customer needs & requirements developing a closer working relationship.

Scope of the Role
* Ensure delivery of the Customer KPIs in terms of Case management for yourself and supporting with the team. This will be subject to regular audits. o Log any case received by any medium ie call, email and chat o Quality of notes and actions is fully detailed o Ensuring no root cause failures with Customer Service Advisor o Appropriate root cause is defined o Liaising with the appropriate JLR or UAL teams to ensure speedy resolution of Cases with regular updates to the Customer o Escalations are followed through and escalated / recorded in appropriate time frames o Ability to support Retailers with policies and procedures enquiries

* Ensure delivery of the Customer KPIs in terms of Backorder and Unit Down management for yourself and supporting with the team. This will be subject to daily audit. o Assign new Retailer requests to the appropriate ZBR status, completing and documenting on the ZBR all initial checks o Managing your list of ZBRs ensuring daily updates to the Retailers and/or internal comments, ensuring that every action taken is full recorded on the ZBR o Liaising with the appropriate JLR or UAL teams to ensure speedy resolution of ZBRs with regular updates to the Customer o Escalations are followed through and escalated / recorded in appropriate time frames o Complete CRC reports with accurate and regular updates building the relationship both with CRC and also with JLR. o Ability to support Retailers enquiries with how to raise ZBRs and how processes work on JPC o Producing daily reports both internally and for the client o Managing off line processes to agreed timescales

* Responsible for measuring and monitoring of own KPI performance and identifying where further support, coaching or training is required o Complete accurately and timely daily Cases/Backorder performance reports o Details of any cases/ZBR exceeding the KPIs to be followed through and escalated / recorded in appropriate time frames

* Generic Competency requirements o To achieve the targets for your role in technical, behavioural, Health & Safety, Telephony and Unipart Way competencies. o To participate in and run Communication cell meeting as required o To support, participate and run training bites on processes within your team. o To review and/or write Standard Operating Procedures (SOPs) and User Guides for sign off, training team members as required, linking to JLR BPDs. o Responsible for the delivery of your own objectives and PDP & providing updates, demonstrating delivery during your quarterly review process. o Flexible approach and 'can do' attitude, maintaining high levels of professionalism at all times, in a pressurised environment. o Build strong, open, honest, professional relationships with JLR. o Excellent written and verbal communication skills o Excellent timekeeping and flexibility on the hours that you may be required to work - team working is key. o Ability to think 'outside of the box' ensuring that speedy, accurate customer resolution is at the core of everything we do whilst following the Client guidelines

Price / Salary: £8 - £8.42/hour