Customer Service Advisor
Purpose of the role:
To work as part of the inspection and collection team based within Customer Services contacting customers on behalf of a major client at the end of their contract to arrange the Inspection/Collection.
Monday to Friday
8.30 am to 5.30pm
£27135.22 per Annum
Reports to: Customer Service Supervisor
Stakeholders: All BCA employees, Account Holders, Customers
Responsibilities
- An individual who effortlessly demonstrates our values and behaviours, proudly representing The BCAL brand
- An individual who embraces a culture of great conversations every time, exceeding customers’ expectations and working to continuously improve the customer journey
- Contact customers on behalf of B2B clients to arrange the inspection and collection of their vehicles at the end of their contract
- Contact customers prior to their inspection and collection to confirm appointment and confirm requirements for the day of appointment
- Create and amend inspections and collections on BCAL and B2B clients’ systems, ensuring all information is accurately entered
- Ensure customer details held are up to date and accurate
- Ensure systems are updated with all customer contact points and vehicle status to ensure accurate reporting to the client
- Written communication to customers to confirm booking details
- Inbound and outbound calls to customers, providing accurate information and advice to customers regarding end of contract process
- Working with internal departments to ensure that the customers enquiry is dealt with in a timely and effective manner
- Any other Ad Hoc duties required of the Customer Service team on behalf of B2B customer base
Skills & Experience
- Strongly Customer Service focused with a high standard of customer service ethics
- An excellent communicator with strong communication skills verbally and in writing
- Excellent telephone manner
- Good listening skills with ability to accurately capture information
- A strong team player
- Highly motivated with ability to work to strict SLA’s
- Ability to enter data accurately and efficiently
- IT Literate with ability to use multiple systems
- Organised with excellent time management skills
- At least 1 year Customer Service experience
- Experience in a Contact Centre environment advantageous