Customer Service Advisor

Customer Service Advisor

Driffield YO25 East Riding

£24,000 – £25,000 per annum

Hours 8am – 4.30pm Monday to Friday or 8.30am – 5pm Monday to Friday

Commutable from Beverley, Driffield, Market Weighton, Cottingham, Goole, Scarborough or Bridlington.

Hawk 3 Talent Solutions are recruiting for someone with office based customer service experience who would like to develop their skills to join a growing company based in Driffield, East Riding.

The Role

Customer Service Advisors are required to deal with a variety of customer requests and help individuals place their orders through inbound and outbound calls and/or email. Dealing with enquiries in an efficient, effective, and professional manner.

Ensuring that all communications are appropriate to customer needs. Through working in the customer service team, you will leave customers with a good impression of the company, perform routine and complex transactions and offer excellent customer service for all delivered services.

Advisors will receive regular on-going training to gain and maintain knowledge in a wide variety of product knowledge and/or services, including but not limited to stock processing, transport, production, sales, and telesales.

Duties

• To effectively identify customer needs and be able to resolve, deal and direct enquiries to all service areas.
• To efficiently take and process customer orders over the phone for both inbound and outbound calls.
• A willingness to participate in all company and training and maintain knowledge thereafter whilst highlighting any training needs to the Customer Service Manager.
• To effectively record customer interaction, utilising available systems to do this and identify any issues with systems or procedures that may prevent this.
• To achieve and promote quality service, improve service processes, and resolve customer complaints or escalate as appropriate to ensure that you maintain customer expectations.
• To promote the company’s reputation by displaying excellent service skills.
• Ability to remain calm when dealing with challenging behaviour and hostility.
• Develop and maintain positive and supportive relationships with customers, colleagues, and managers.
• To actively engage with planned changes to customer services to ensure the company continues to provide value for money.
• Identify quickly when enquiries can be resolved and rectified.
• Respond to routine and more complex queries across customer services, which at times will involve the application of policies, always demonstrating due attention to customer care and a professional approach.
• Actively participate in performance development reviews and 1 to 1’s. To work towards/meet Key Performance Areas agreed between the employee and the customer service manager.
• To follow a clear and set path of escalation for complex enquiries or customer service-related queries.
• To work to a structured working week to meet the needs of the service, with defined lunch breaks and working patterns.
• To promote a safe working environment and highlight any cause for concern to Health & Safety Manager.
• To actively work on sales campaigns to increase sales, move clearance lines and prospect for potential new business.
• To actively participate in ‘projects’ as necessary with a view to enhancing service delivery, customer experience and lean working methods.
• Responsibility for managing customer information in a secure manner and in line with the company’s Policies and legislations such as the UK Data Protection Act (DPA).

Knowledge and Skills

• Good IT skills with a working knowledge of Microsoft Office products, internet-based systems, and Customer relationship Management (CRM) systems.
• Excellent verbal and written communication skills across a broad range of customers and colleagues.
• Ability to upsell, process customer order and have a good telephone manner for incoming and outgoing calls.
• Ability to remain calm under pressure.
• Always maintain a positive ‘can-do’ attitude.
• Knowledge and understanding of data protection.
• Ability to adjust their interpersonal style to respond to the needs of the customer and others.
• Takes action to exceed customer satisfaction.
• Develops and maintains productive relationships with internal and external customers.

Experience

• Experience of using Microsoft Office products, CRM system databases to process customer orders, store and retrieve customer information.

If you would like to apply for the role of Customer Service Advisor then please email your CV to debbie.gough@hawk-3.com  or call Deb on 07557803946

Closing date is 20.1.2025 Please note this could change subject to suitable applications.

Hawk 3 Talent Solutions are acting as an employment agency on behalf of it’s client.

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Hawk 3 Talent Solutions are committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future