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Customer Care Advisor, London



London, United Kingdom 

Job Category:

Customer Service


€20,280.00 - €20,280.00

EU work permit required:


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Job Description:

Has anyone ever told you that you are outstanding at what you do? Do you live and breathe Customer Care? If you do, then we need to talk, as we are looking to hire the 'Best of the Best'.

Being this awesome takes a lot of hard work and commitment to our values, vision and customers. So naturally we need to secure top-notch talent to ensure we continue growing and improving every day.

This is where you come in!

We have a fantastic opportunity for a Customer Care Advisor to join our On The Dot team in Central London on a permanent basis.

Dealing primarily with people is a varied, exciting and sometimes challenging day job. So this role is most suited to applicants who love interacting with people and relish the opportunity to tackle a challenge head on, and also enjoy that great feeling when they resolve it!

To ensure our customers get the best experience when dealing with us, we need you to be compassionate and able to empathise with our (and if all goes to plan, YOUR) customer, whilst managing their expectations and resolving any issues they face.

Due to the nature of the role, we really do need you to already have Customer Care experience, ideally via phone and email, and not be fazed by a fast paced, changeable and pressurised environment.

Key Responsibilities:

* Investigate and respond to customer service issues and operational queries within the agreed SLA or specified timeline.
* Monitor jobs to ensure all are collected & delivered within agreed SLAs
* Confidently call clients to inform of any delays to deliveries
* Ensure that client queries are dealt with effectively and promptly
* Managing the CRM system & ensuring all cases are responded to promptly.
* Manage client expectations with day-to-day reporting and explanation of requirements of analysis
* Communicate with customers by telephone, email, and through Live Chat and social media.
* Liaise with colleagues/departments to ensure that individual customer requirements are met.
* Provide updates across the business as required.
* Manage client’s information across our operating platforms.
* Take client bookings via phone or email when required.
* To undertake any other reasonable duties as required.

Customer Care Advisor | Customer Service | Customer Satisfaction | Complaint Handling | Call Handling | Inbound | Call Centre | Contact Centre

Essential Requirements:

* Excellent verbal and written communication
* Pleasant and friendly telephone manner at all times with both internal and external Customers.
* Competent in the use of Microsoft Office products
* Treats people with respect under all circumstances.
* Responds promptly to emails Live Chat & Twitter, ensuring that grammar and professional standards are maintained.
* Agreed SLA’s and KPI’s are delivered for all CRM case management scenarios.
* Comfortable adapting to change, meeting the changing demands of the work environment and responding well to any delays or other unexpected demands.
* Works well as part of a team, is open-minded towards the ideas and views of others, gives as well as welcomes feedback, contributes to building team spirit, aids other to succeed.
* Excellent levels of punctuality and attendance.
* Tackles issues quickly and effectively.

If this all sounds like you, we really want to hear from you! Please don’t delay, get your CV and covering letter submitted via the application form below outlining why you're the best person for the job.

Work shifts are Sunday to Thursday with Friday & Saturday. This can be open to changes as per the business needs. We reserve the right to close this advert on receipt of sufficient applications. We therefore encourage you to apply as quickly as possible.

About Our Company:

We are on a Fast track to become the UK’s leading courier services provider, with current market domination of the same day service areas already.

Through regular investment in market leading technology, we are paving the way for courier services to be more intuitive, more capable, and more responsive in real time than ever before!

We deliver flexible, reliable, innovative and technology led courier and logistics services. As well as being the UK’s leading same day distribution network, we have a range of UK Overnight and International and specialist services.

Our investment in leading-edge technology is what drives us, always with our customers as a primary focus.

At the heart of our business are our people who are committed to providing the highest standards of customer care. Who our customers choose to partner with matters and we make it our ethos to always deliver excellence in the services we provide.

To always stay on top of our game, we employ the best talent with the right expertise and knowledge to support our customers and ensure that we continue to improve and grow.
Company Info
Smart Recruit Online
Presley Way
Milton Keynes, United Kingdom
Phone: 08006341818
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