Customer Service Administrator

  • Location
    Morecambe, Lancashire
  • Salary
  • Category
    Office and Secretarial - Administrator
  • Job type
  • Industry
    Office and Secretarial
  • External Reference

Adecco Recruitment are currently recruiting for on behalf of our client, a Customer Service Administrator to work for a successful and growing organisation based in the Lancaster/Morecambe area.

Working hours: Mon-Fri rota: 8am to 6pm (8-4, 9-5, 10-6) £17,425 + £300 quarterly bonus + 25 days hol+stats, free parking and year round incentives

Key Responsibilities/Accountabilities

� To take full ownership of all incoming customer enquiries with a view to the resolution of those enquiries in a quick and efficient manner with minimal disruption to the Customer.

� To drive excellent customer service through the consistent resolution of Customer account enquiries.

� To proactively communicate with all Customers to drive accuracy and ensure complete and updated Customer details.

� To drive customer focus and ownership throughout the business to ensure the speedy resolution of all Customer enquiries.

Key Deliverables

� To achieve agreed account administration KPIs and standards which will drive customer service excellence within the Contact Centre.

� To constantly look at ways to assist Customers to find resolutions to their enquiries in a focused and consistent manner.

� The ability to manage Customer enquiries using different channels of communication.

� To use strong communication skills to drive complete account enquiry resolution for all Customers.

� To take full ownership of any Customer enquiry remaining focused on the growth of the business.

� To manage proactive methods of Customer communication that will support the business in its aim to increase its understanding of our Customers and their requirements.

� To always strive to ensure the complete accuracy of all Customer transactions - invoicing, order creation, change of Customer details, Customer account creation.

� To accurately and consistently follow the business process when updating all business systems and records to ensure Customer details are always accurate and up to date.

� To build strong relationships with all colleagues and internal Customers to ensure that all external Customers experience excellent service at all times.

� To drive a speedy resolution to all Customer enquiries to ensure that Customer retention is a high priority.

Essential Skills and Behaviours required for Success

  • Self motivation and confidence.

  • Excellent communication skills - to include written and verbal skills.

  • Passionate about putting the Customer first with a positive, friendly attitude.

  • Excellent quality management and accuracy focus in all types of administration.

  • Good organisational skills with a detailed and structured approach to work.

  • Ability to appraise situations quickly and react accordingly, taking into account fluctuation workloads and deadlines.

� Ability to converse confidently with external and internal customers (i.e., speaking clearly, listening, comprehending and interpreting).

� Ability to multi-task and be resilient in a high pressured and fast paced environment.

Professional Experience/Preferred

  • Administration experience in a Sales or Customer facing Contact Centre environment.

  • Outbound calling - soft selling skills

  • Proven experience in the ability to meet robust targets that focus on customer care and accuracy.

  • Experience in the consistent use of different systems and Microsoft software packages.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Please apply with your CV to: Ramona Mulligan