Customer Service Advisor Leeds, England
Job description
Here at Evri, our busiest time of year is just around the corner, we call it Peak! Processing millions of parcels a day through our depot and hub network, it’s no surprise that we need extra helping hands across the country to help us meet our demand
We are looking for a number of Customer Service Advisors to join us at our Head Office in Morley, Leeds, to support us during our busy and exciting time over our Peak period. You’ll work across varying shift patterns including weekend working, carried out on a fixed rota basis & working hours will be between 8am-6pm.
As a Customer Service Advisor you will respond directly to our customers and client enquiries on an inbound/outbound basis either through telephone or email with a resolution within productivity and handling time targets and in line with our Customer Experience brand standard.
You will be responsible for answering enquiries in our Customer Tone of Voice using company policies to solve customer issues while delivering a high standard of quality and CSAT. As the first point of contact for customers’ and clients, you should have a commitment to delivering fantastic customer satisfaction with an ability to make timely and accurate decisions in resolution.
Key responsibilities will include:
- Inform customers and clients of the outcome of their enquiries in line with any templates and customer TOV and by working with other areas of the business such as Link to Operations, Contractor Team, Parcelshop Operation and International partners so that you have the required information to make a decision that delights our customers
- Make decisions that exceed customers expectations having reviewed enquiry investigation information so that the customer gets the best outcome
- Handling client and customer calls/enquiries and contacts in line with our Customer Experience standards (CSAT) providing excellent customer service ensuring our Contact Quality standards are maintained
- Meet output and productivity targets relating to the above on a daily and weekly basis
- Update and maintain the CRM and in-house tracking systems after each customer/client interaction
- Contribute to and achieve individual and team targets relating to contact quality, productivity and other KPI’s
What we need from you:
We are looking for people with exceptional customer service skills preferably from a call centre environment.
You will be the point of contact for our customers ensuring their query is resolved quickly and professionally so you must be able to work in a fast-paced environment & have excellent communication skills. Most importantly you will be courteous, friendly and helpful, taking ownership of all enquiries, striving to find first time resolution for all customer queries.
Other key skills:
- Must be competent with Microsoft Office
- Ability to prioritise workload & multitask
- Experience of end to end enquiry case management
- A clear & confident communicator
Whilst these roles are fixed term contracts, there could be opportunities for some roles to be made permanent. If you would like to join us at this exciting and busy time then apply today.
Reference Number: HER929238-3228948
Location: Morley, Leeds
