Customer Support Advisor
| Job title: |
Customer Support Advisor |
| Sector: |
Customer Service & Call Centre |
| Salary: |
£15,825 - £17,000 |
| Reference number: |
MJ8553 |
| Contract type: |
Permanent |
| Job validation: |
Randstad Job Advertisment |
job description
Job Purpose: To deliver administration support to the Regional Sales team within the Commercial Services Business and to assist the Service Centres in the delivery of market leading customer service.
The key accountabilities for the role for Business Performance, are to assist in measuring and minimising customer losses by:
- Direct complaints, referrals from Service Centres, web site enquiries - plus report generation.
- Monitoring of query management through Salesforce - report monthly.
- Report on all Threats to Terminate monthly and complete lost business surveys to monitor reason codes.
- Reporting Telephone statistics
- Report on Service levels
To support sales in achieving targeted growth, through timely completion of tasks and accurate reporting. (ie. Generation of all reports on Regional sales activity and statistics as required.)
The key performance indicators for Business Performance are Regional gain and loss targets.
The key accountabilities for the role holder with regards to people are to take a full role in Customer Support locally and nationally, and support the wider Regional team as well as supporting the service centres by doing ad hoc tasks. The role holder also has to build positive working relations with central data management teams.
The key performance indicators are:
- Good internal customer satisfaction.
- Positive relationships with sales, service centres and Credit administration.
The key accountabilities for the role holder with regards to customers, are to build strong relationships with all internal and external customers, to take ownership of all customer queries received and assist in resolving all complaints. To ensure all communication to customers complies with company standards by:
- Attempting to call all new customers following two weeks of service to establish satisfaction rating and then after receipt of the first invoice
- Call all new customers after three and six months to gain rating and offer additional services. Promote payment by Direct Debit where appropriate.
- Completing Customer Satisfaction Surveys.
Achieve target response time for allocated queries.
Ensure high internal customer satisfaction.
Improve customer satisfaction levels of Commercial Services customers.
The key accountabilities for the role holder with regards to processes are to follow agreed processes for all tasks as described and to participate in regular reviews of procedures to ensure continuous improvement. These can include:
- Production of all Quotations, Pre-qualifications and Tenders.
- Providing assistance with acquisitions, ensuring new customer details are accurate.
- Inputting leads and opportunities received by telephone.
- Quoting and sending contracts for sales enquiries within agreed regional price matrix and authority limits.
- Receipting and quality control of contract and supporting documents.
- Credit application administration.
- Gaining authorisation from BM (Business Manager) / BAM (Business Area Manager).
- Welcome packs compiled and posted.
- Contracts being scanned and filed.
- Administration of Waste Transfer Notes and Pre treatment renewal exercise - generation of data and forms, distribution and capturing data on receipt.
- Ownership of achieving 100% compliance and ensuring all account changes are inputted onto DIVA with a new contract wherever possible.
- Handling all enquiries and distributing copy paperwork when requested.
- Administration of annual price increase - generation of data within agreed time frames for distribution. Input by deadlines of new prices.
- Arranging communication of any legislative updates promoting new services and the web site
The key performance indicators are:
- Database accuracy.
- Salesforce.com data.
Qualifications:
- Eight GCSEs including Maths and English or equivalent.
- Excellent communication skills
- Good planning skills
- Good IT skills
- Commercial Awareness is advantageous
- Customer Service qualification is desirable