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Customer Services
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A bit about the role...

 

As a Customer Service Advisor, you will act as a brand ambassador who works proactively and reactively with customer contacts via a variety of media, including phone, email, webchat, social media etc. You must build rapport, provide first class customer service, product and service advice and ordering processing. Your responsibilities will include:

 

  • Taking ownership in providing order placement, problem solving, quotations and complaints handling to all customer segments.
  • Add value to every customer contact, bcustomer loyalty and therefore customer lifetime value by using the sales through service approach
  • Responds effectively and efficiently to requests from external and internal customers and takes ownership of excellent follow through on all customer requests/contacts
  • Ensure all contacts are logged as per standard operating processes, using correct systems for each contact type.
  • Have excellent knowledge of operational service delivery processes and can assist the customer in resolving a wide variety of operational queries
  • Ensures good communication link with various departments, enabling all customer queries or problems to be resolved efficiently and effectively
  • Take ownership of own personal develop in order to maintains and develop knowledge of Staples products, services and processes
  • Proactive customer contact in order to avoid potential service issues and customer dissatisfaction
  • Work proactively with other business functions and third parties i.e. carriers, vendors in order to ensure seamless one stop service to customers

 

 

What you'll need to suceed... 

 

  • Excellent customer service and rapport building skills.
  • Experience of working in a customer facing role, ideally in a contact centre environment 
  • Outstanding communication skills – Both written and verbal
  • Outstanding problem solving skills – shows flexibility and adaptability for the good of our customers
  • Able to deal effectively diffuse irate customers and provide solutions to all customers in order to improve customer satisfaction levels
  • Excellent time management and prioritisation skills
  • Strong attention to detail
  • Ability to work well under pressure and not compromise on quality
  • Confident and timely decision maker when working within key processes
  • Excellent computer skills and technology competence

  

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