Inbound Customer Service Advisor – £24k +£1k Bonus – 271

As a Inbound Customer Service Advisor you are responsible for managing customer issues and queries, placing orders and processing escalations across a number of communication channels. You will confidently liaise with different departments and communicate to higher levels within the business.

Tasks

• Determine customer requirements and identify the best solutions in-line with company processes and procedures.
• Process customer orders via calls, emails or web orders.
• Accurately process and manage enquiries, quotes, sales orders and invoices.
• To charge the correct carriage as applicable.
• Use internal CRM systems to accurately record customer conversations, resolutions & sales orders.
• To pro-actively promote new products and support the customer’s needs and requirements.
• To work collectively as a team, supporting each other and the rest of the business to give the customer the best experience possible.
• Collaborate with Sale Reps to continuously improve customer service and sales growth.

Skills

• Excellent communication skills across all platforms with internal teams and external customers.
• Excellent customer service skills and confidence to deal with difficult queries/complaints.
• Multi-task, prioritise, manage time and workload effectively.
• Ability to maintain constant professionalism both internally and externally.
• Customer centric attitude.
• Ability to work in a team to ensure high level of service for entire customer journey.
• Ability to learn quickly and retain information accurately in an ever-changing industry.
• Experience with CRM systems.

Working hours –

• Working hours are 08:30am-17:00, Monday-Friday.
• No weekend working (expect yearly stock take).
• Over-time may be available.
• 20 days holiday + Christmas break.
• Annual Leave by exception only during month end.

Training & Development

• Calendarised technical training and support will be provided by Amanda/Team
• Working with the Reps when they are in the office
• Working with our closest suppliers when they are in the office.
• Calendarised visits to dental labs/roadshows to understand their working environment.
• Weekly morning catch up meeting to discuss stats/orders/issues etc.

General Expectations

• To pro-actively promote new products, support the customer’s needs and requirements and ask for any business where possible.
• To support the in-house digital team when necessary in all aspects of that role,
• To work collectively as a team; supporting each other and the rest of the business to give the customer the best experience possible.
• Maintain high quality CRM records and calendars
• Adhere to all company policies and procedures