Manpower UK Limited
About the Role:
Our client, a leading industrial company, seeks a Customer Service Advisor to join their Slough team. This full-time role (37.5 hours per week) is a 12-month maternity cover position. You’ll provide exceptional customer service, managing complaints, and resolving issues across various communication channels.
Key Responsibilities:
- Handle customer inquiries and complaints, addressing their needs and potential future requirements.
- Proactively manage open customer complaints, maintaining regular contact and meeting expectations.
- Accurately record customer data on the CRM system.
- Negotiate and agree on settlements for customer complaints, possibly involving multiple stakeholders and legal considerations.
- Effectively communicate and respond to customer feedback and social media interactions, while adhering to brand guidelines.
- Communicate with third-party suppliers regarding customer queries and product orders.
- Organize laboratory testing to resolve customer complaints.
- Process literature and sample orders.
- Respond to customer feedback collected via Survey Monkey.
- Report website errors to relevant teams.
- Adhere to all Health and Safety (HSE) policies.
- Manage HSE complaints and alerts.
- Maintain product knowledge and update on current product resolutions.
- Resolve customer issues calmly and professionally, without taking complaints personally.
- Handle a high-pressure workload and customer contact environment.
- Provide expert technical advice on decorative brands and products, identifying and escalating potentially sensitive or reputation-damaging complaints.
- Turn complaints into opportunities and maintain ownership throughout the process.
- Agree and negotiate settlements that are mutually beneficial to both the customer and the business.
- Communicate with customers via phone, email, letters, and social media.
- Communicate technical reports clearly and effectively to diverse customer audiences.
- Assist colleagues with administrative tasks, including mail sorting, filing, and complaint logging.
Skills and Expertise:
- Excellent communication and customer service skills.
- Proven experience in a customer service environment, including inbound and outbound phone contact.
- Proficiency in IT packages, such as SAP, Word, and Excel.
- Ability to manage multiple complaints simultaneously.
- Strong negotiation and problem-solving skills.
- Knowledge of customer service best practices.
Job Facilities/Benefits:
- 12.58 – 14.50 per hour (dependent on skills and experience)
- Monday to Friday, 8:30 am to 5:00 pm
Why Join Us:
Join a dynamic and supportive team within a leading industrial company, offering opportunities for career advancement and continuous professional development. Take ownership of customer interactions and contribute to resolving complex issues.