Customer Experience Advisor
£24,912k per annum
Monday – Friday / General Office Hours
Mold

Our client based in the Mold area is currently looking to recruit a Customer Experience Advisor on a permanent basis. Reporting to the Customer Experience Team Leader you will accurately and effectively process sales orders and customer service queries across B2B and B2C sales channels of the business, building our clients reputation to be easy to do business with.

Performance Objectives
• To provide efficient and effective customer support processing sales orders, handling complaints and responding to customer queries appropriate to your level of training and experience and in line with current Standard Operating Procedures (SOPs)
• Utilise Salesforce CRM software, Net EDI transfer software, SAP Business One and other systems as required to complete your duties.
• Seek to continually update your knowledge about our clients product range, including pricing, offers and promotions.
• Respond to customer enquiries and handle complaints in a professional manner and in accordance with SOP’s to minimise resolution time whilst delivering a positive customer experience.
• Understand the escalation process for queries and complaints and ask for help on aspects that you need support with.
• Notify your supervisor immediately of obstacles to order fulfilment (e.g. stock availability/transport) to ensure disruption to service is minimised and customer expectations are positively managed.
• Work collaboratively with the sales team, including account managers for stockist accounts.
• Effectively respond to incoming calls via Salesforce, record details of the call in real time and take appropriate action including forwarding to relevant colleagues where necessary.
• Assist and support with other administrative duties as allocated by your supervisor.
• Be prepared to work flexibly by supporting team members and working hours required to meet the demands of the business, particularly at peak times.
• Act and behave in accordance with business Core Values of Quality, Progressive, Service, Working Together and Wellbeing in everything you do.
• Proactively contribute to achieving the business mission statement.

Person Specification
• Min 3 x GCSE’s (A-C) including Maths and English or Essential Skills equivalent.
• IT literate - MS Office especially Excel and Outlook.
• Numerate and literate with excellent written and verbal communication.
• Fast, accurate keyboard skills.
• High level of accuracy and attention to detail.
• Collaborative with the ability to prioritise and organise multiple competing demands.
• Confident interpersonal skills, builds rapport easily across variety of media (phone, online, in-person).
• Digitally savvy – confident with MS excel, outlook and able to adapt quickly to software applications.
• Committed tea player.
• Commercial awareness.
• Solution-focussed approach to problems.
• Capable of using initiative to make considered decisions within guidelines.
• Takes ownership for following process to completion.
• Minimum 1 year in a fast-paced customer service, call-centre or sales environment.
• Experience of working to targets and deadlines.
• Passionate about good service
• Flexible to meet the demands of the business.
• Calm and objective under pressure.
• Enthusiastic, reliable and supportive.
• Proud to delivery to a high standard.
• Reliable transport.

Benefits
• Employee healthcare cash plan (Medicash).
• Access to a range of high street discounts including cinema, retail, gym membership etc.
• 28 days holidays (inclusive of bank holidays) rising with length of service.
• Life assurance.
• Discretionary profit share and bonus scheme.
• Staff discount on our products and services.
• Long service awards.

To apply please call gap personnel Flint branch on 01352 762213 alternatively, send your CV to rebecca.brown@gap-personnel.com

gap personnel group is committed to the selection, recruitment, and development of the best people, basing judgments solely on suitability for the job. By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future.