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Senior Customer Service Advisor Job
Permanent
Brentwood, Essex
Salary: £20,000 - £22,000 per annum
Senior Customer Service Advisor
Brentwood
£20,000 - £22,000

Summary of role

The main purpose of this role is to manage customer cases and contacts on behalf of the client, providing a high quality, responsive and consistent service to customers, thus promoting positive customer relationships for the client.

Duties and Responsibilities will include;

- Handle escalated customer contacts including inbound calls, outbound calls, and customer visits;
- Identifying customer concerns and implementing an appropriate solution, during first contact whenever possible. As well as vehicle owners, you will also be required to handle communications from Dealers,
- Handle contacts passed from Senior Management/Case Reviews where required

In addition you may be required to respond to the following:

- Solicitors, Insurance Companies, Trading Standards, and Society of Motor Manufacturers & Traders, Police Departments/VoSA and other Government departments
- Handle correspondence relating to legal issues.
- Maintain Executive Contact Database, and Legal & Safety Database
- Administer Dealer paperwork for reacquired vehicles
- Prepare monthly reports on reacquired vehicles
- Achieve key performance indicators of the role, both quality and quantity
- Use voice, language and communication skills to communicate effectively and professionally
- Use technology provided to assist resolution of customer queries, and to keep accurate and detailed records of customer contacts
- Develop and maintain product knowledge, business process and system expertise to meet on-going customer and client needs
- Work effectively and co-operatively with colleagues and other internal departments
- Provide feedback on customer cases as required
- Communicate any operational, process or system problems to the Team Leader/Manager
- Adhere to company policies and procedures
- Follow all health and safety rules and regulations
- Other duties or projects as assigned by the Team Leader/Manager

Experience:

- Experience in customer care would be advantageous.
- Proven experience in bespoke customer and business correspondence
- Legal experience advantageous
- Experience in Motor Industry advantageous
- Letter writing skill sets required

Education:

- GCSE or equivalent in English Language

Skills:

- Proficient user of Word, Excel, PowerPoint, Outlook, internet.
- Professional telephone manner & strong communication skills to be able to identify, confirm and action customer requirements
- Negotiation skills
- Excellent customer service skills
- Tenacity
- Assertiveness



Employer Details:
Pure Resourcing Solutions
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