The Customer Service department is responsible for handling the vast majority of contacts
between the company and customers on a daily basis. The Customer Service Advisor is a key role for
the team, whose ultimate aim is logging customer's bookings, maximising the booking
conversion and increasing sales of value added services within the product offering and tracking
The role requires the provision of information to the customer to ensure the shipment can be processed and transit without delay. The advisor is responsible for collating and validating all the information for processing to the courier, whilst maximising sales through service. Along with being the first port of call to customers tracking their shipments, and initiating traces where applicable.
To be a successful Customer Service Advisor you will need to act as first point of contact for
external customers handling shipping requests providing information and advice on transiting goods
worldwide via phone, email, Twitter, Facebook ,Trust Pilot,company website and Web-chat. To do
this in a way to maximise sales through service whilst delivering the highest possible levels of Customer
key focus areas
Build rapport with customer and establish customer's needs.
Deliver a consistent call/contact flow
Giving the customer the confidence in the information provided
Achieve all Global, Regional and Local KPI's.
Ensure a high service enquiry to booking conversion rate is generated
Maximise up selling opportunities whilst ensuring the customer has an informed choice.
Remain positive and enthusiastic during every customer contact.
Consistently provide a high level of quality service.
Deliver first time resolution.
Optimise and safeguard revenue.
Manage customers' expectations and objections
Maintain customer loyalty
Skills/Experience & Educational Background:
Strong understanding of Operations and Customer Service processes
Experience of working with MS Word & Excel is extremely desirable
Experience within an office based Customer Service environment
GCSE standard in English / Maths (grade 4 or
above - A-C grade equivalent) or equivalent
Interviews for this role will be held on 15th and 16th October 2020. With a start date of 26th October 2020.
The hours are 8 hour shifts between 7.30am and 20.15pm Mon to Fri.
There is also the requirement to work 1 Saturday in 4, the hours on a Saturday are 8.00am - 14.15pm. On the weeks a Saturday is worked a lieu day is given during the week
Extra Personnel is acting as an Employment Business in relation to this vacancy