Do you work in retail?

want to work in a customer services role in an office?

want to work normal hours, no weekends or bank holidays?



We have a number of Customer Services Assistants for our client in Kings hill

£17500 per annum plus good benefits



The Customer Service Advisor is accountable for managing all customer telephone and email enquiries, resolving customer queries efficiently and providing a first class customer service experience.

Queries will be resolved in first response where possible, but where a query is needed, this will be proactively managed and resolved within the customers Service Level Agreement (SLA) by using their industry expertise, internal and industry systems & contacts

The Customer Service Advisor will work closely with the portfolio and billing leads for their set of customers to ensure that KPIs are met and exceeded in accordance to the customer SLA.

Key Duties

* Be responsible for answering customer enquiries via incoming calls and emails and resolving in a first time response where possible.
* Log all queries in the internal system that are unable to be resolved in first response. Follow the query best practice to successfully manage and resolve queries within the SLA timescale for each query type.
* Where another team is accountable for resolving a query, ensuring the necessary information is transferred to them fully and efficiently to allow them to promptly resolve the query.
* Identify and assess customers' needs and requirements to achieve satisfaction.
* Build sustainable relationships and trust with customers through open and interactive communication.
* Follow communication procedures, guidelines and processes to ensure you are providing consistent, concise and regular internal and customer communication.
* Handle customer complaints, provide appropriate solutions and alternatives and follow through to resolution.
* Work closely and proactively communicate with the billing lead and portfolio administrator to ensure that KPIs are achieved each month for your customers.
* Manage inbound written customer correspondence



Have strong attention to detail

strong retail cusomer background

The ability to think on your feet along with a calm approach is also required

You will have email skills

Be flexible in their approach and a strong team player

Benefits to include: 25 days holiday, parking, pension, death in service, subsidised gym, childcare vouchers

Commercial Services Kent/Trading Ltd is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.