Customer Service Advisor

Purpose:

To respond professionally and efficiently to all inbound customer inquiries. The Customer Experience Advisor must ensure 100% customer satisfaction with regards to rates, service and invoice queries, as well as the handling of service failures consistent with Veolia performance standards.

Responsibilities:

• Providing a professional and timely response to customer enquiries e.g lift enquiries, ensuring service failures are minimized where possible
• Communication via a range of channels including phone calls, live chats, text messages, salesforce cases, and email with full adherence to set escalation procedures
• Gathering and compiling information to ensure all queries are being handled in a timely, efficient manner between call takers and other customer service teams and functions.
• Provide rates/quotes, information on proof of collections, assist on invoice enquiries, and any other general queries
• Conducting customer reviews for feedback to ensure satisfaction with service
• Director complaints, referrals from Service Centres, calls, website, chat, twitter, facebook are all handled in a professional and effective manner to increase customer satisfaction and improve customer loyalty
• Build strong relationships with internal and external customers
• Administrative tasks: logging queries, booking waste collections, sending welcome packs, customer hub registrations and user support, acceptance of waste transfer notes and any other ad hoc administrative duties
• Sales team support: logging and assigning leads to sales team, contract checks, validating information, assisting with pre-qualification questionnaires
• To support the business in achieving targeted growth, through up-selling and cross-selling Veolia Products and Services.
• Duty of care to follow through and understand Data Protection, Confidentiality, Terms & Conditions of Contracts, Legislation
• Being the initial point of contact for all customer complaints with the aim to provide a resolution in line with agreed KPI
• Supporting the annual price increase programme
• Supporting the annual duty of care compliance programme
• Adhere to all applicable call flow processes and Quality Assurance requirements
• Supporting other teams within the department according to the needs of the business

Desirable

• Previous customer service experience
• Customer service qualification
• Previous experience within the waste industry
• Commercial awareness
• Previous experience of using CRM applications e.g Salesforce
• Ability to speak another language

Qualifications, role specific Knowledge & Skills

• A commitment to providing a great customer experience
• Excellent written & verbal communication
• Strong interpersonal skills
• Attention to detail
• Must possess excellent telephone etiquette
• Proven ability to work under pressure
• Focused and self-motivated
• Patient and able to effectively handle conflict situations and provide empathy
• Ability to multitask
• Computer literacy
• Typing 40 w.p.m.
• Working knowledge of Google Office Applications (Sheets/Docs)