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Customer Service Advisor
Location: Bilsthorpe, Newark, NG22 8UA, UK
Salary: Competitive
Contract: Permanent, Full Time
Benefits:
• A competitive salary in a growing company committed to our people.
• 29 days holiday incl. bank holidays.
• Holidays increase with length of service.
• Hybrid working.
• Pension contributions.
• Enhance family friendly policies.
• Health scheme benefits.
• Lifestyle & Leisure Discounts: Discounts for gym, leisure, cinema, shopping and many more…
• Life Cover (3 times salary).
• Employee Assistance Program.
• Bike2Work scheme.
• Free on-site parking.
Enva is a full-service and leading provider of recycling and resource recovery solutions, with locations across the United Kingdom and Ireland.
Due to continuous growth, we have an opportunity for a Customer Service Advisor to join our Customer Experience Team.
Customer Service Advisor - The Role:
To deliver an industry leading level of customer service to all ENVA customers and partners.
Acting as first point of contact to handle all incoming customer enquiries via phone and email across multiple waste services, whilst always maintaining a customer centric approach with every interaction.
Customer Service Advisor - Key Responsibilities:
• Act as first point of contact for incoming calls – ensuring a warm, engaging, and polite introduction.
• Maintaining and building rapport with customers, understanding their needs, and managing customer’s expectations.
• Conducting outbound calls to existing customers to up/cross sell additional products and services.
• Questioning to establish customer needs and identifying opportunities to pass to sales team.
• Respond to customer and internal emails and chat in a professional and timely manner.
• Place or amend customer orders accurately and efficiently.
• Completing onboarding welcome calls to new customers to share knowledge and best practice.
• Ensure that all queries are followed up and resolved in an efficient and customer focused approach.
• Resolve customer complaints at first point of contact wherever possible – escalate only where necessary.
• Following up on queries to ensure full resolution.
• Maintaining the internal CRM tool to ensure all records are accurate.
• Investigating solutions to help the customer, using negotiation skills where needed.
• Contributing to customer service department KPI’s to ensure service levels are met and maintained.
Knowledge, Training, Experience, Technical and Personal Skills:
• Previous inbound and outbound customer service experience.
• Have a strong customer service background with a minimum of 1 year customer service experience.
• Have an enthusiastic customer service focus with a determination to resolve customer issues first time.
• Positive and motivated with flexible and adaptable attitude.
• Problem solving and solution focussed ability.
• Maintain a high level of knowledge of the services provided by ENVA and the ability to articulate the benefits to customers.
• Excellent written and verbal communication skills and strong telephone manner.
• Well organised and self-disciplined with the ability to work quickly and calmly under pressure.
• Excellent attention to detail.
• Strong interpersonal skills with the ability to develop effective and positive working relationships within and outside of the department.
• Must demonstrate high levels of integrity and adopt a professional approach in all interactions – should be transparent, open, and honest in all dealings.
• Ability to be flexible and adapt to changing situations and / or systems.
• Good conflict resolution skills based on a ‘Can do’ attitude.
• A flexible attitude to the team’s work, including a willingness to reprioritise and undertake additional tasks if required.
• Friendly personality and team player.
• Strong PC and technical knowledge and skills with a good working knowledge of the Microsoft packages including Word, Excel, and Teams.
If you have the required skills and experience, click on APPLY and forward your up to date CV.
Please be advised due to the high number of applications should you not hear from us within 4 weeks, your application on this occasion has been unsuccessful. We thank you for expressing your interest in this role.
No agencies please