Customer Service Advisor

Customer Service Advisor

Location: Leeds , West Yorkshire Salary: Competitive Date posted: 17/05/2012 10:36 Job type:Contract Company: ROMEC Contact: Recruitment Team Ref: Totaljobs/MC_BBW2394 Job ID: 53627184

Romec is currently recruiting for a Customer Service Advisor to join our busy National Service Centre in Leeds on a 6 month fixed term contract. Based within a buy call centre the Customer Service Advisor will answer a volume of calls from a wide variety of customers, within agreed service levels.

Based within a busy 24/7 call centre, the Customer Service Advisor will handle calls from a wide variety of customers within the agreed service levels. You will successfully manage customer communication to ensure there is a timely resolution to their problem, query or job requests either over the phone or via email. The Customer Service Advisor will deliver excellent service to both internal and external customers to ensure relevant contractual adherence to our clients

Accountabilities:

To handle both inbound and outbound calls to a high standard and in line with company quality standards. Accurately obtain and record customer / engineer interactions, enquiries and complaints using the appropriate systems. Liaise effectively with internal departments and coordinate applicable action where necessary to ensure timely attendance for jobs Despatching jobs to the Engineers over the phone to ensure attendance within the required priority/ SLA.Identifying jobs that may fail service levels and escalating where appropriate to ensure targets are met.Logging of absence or potential hazards in line with company policiesProvide accurate and timely communication via email and the telephone to all levels of management to inform them of priority jobs, accidents, near misses or absence for their staff membersRaise any relevant access permits on behalf of Engineers to ensure their compliance on our customers sitesAchieve the required level of competency to be able to deal with the various clients and contracts that the NSC deal withMaintain accurate records for the out of hours rotas to ensure minimal disruption to managers

What technical knowledge, skills and experience is required?

Previous call centre or frontline customer service experience Passion for customer serviceConfident& professional telephone mannerEducated to GCSE level or equivalentExperience of using basic office equipment and IT softwareGood communication skills both verbal and writtenAbility to prioritise workloads and manage multiple tasksPrevious experience working within a teamOrganised Ability to resolve problems and make decisionsAttention to detail and accuracyFlexible approach to work patternsCustomer Service QualificationsExperience of complaint handling

What behaviours and personal competence is needed?

Always ensures defined environmental management practices are followedKeeps customers informed on progress and outcomesManages customer expectations, explaining what and how the service will be delivered and by whenBuilds effective relationships with colleaguesListens to people and clarifies understandingEmbraces latest innovations and best practices to achieve work objectivesEnthusiastic and committed to the task in handRemains calm under pressure

Romec is recognised as one of the UKs leading providers of integrated facilities management solutions and building maintenance services. Working in partnership with some of the biggest names in the UK, we deliver a one-stop-shop for a wide range of business outsourcing services.Romecs National Service Centre is the communication hub of our facilities management services providing 24/7 support and guidance for customers, our front line people and management.

You may also have experience of: Call Centre Advisor, Call Centre Operative, Customer Service Assistant.