Customer Service Advisor

Are you the type of person who strives to deliver exceptional customer service, in a fast-paced working environment? If so, we want to hear from you.

We currently have three exciting opportunities to join our Customer Services team in Parcelhub, Colwick Quays as a Customer Service Advisors.

You will be dealing with a number of queries from or clients, their customers and also the general public, accessing our internal systems. You will be responsible for meeting internal SLAs on service, but also have the additional responsibility of ensuring that all response times and standards are met in regard to communication with the customers.

The role is to provide a proactive service, initiative is critical. You will be dealing with a wide number of customers which require customer service management on a day-to-day basis. To strive in this job, you will need to be able to read the situation and look ahead to get the query resolved with as little work as possible.

What will set you apart in this role is an ability to read the situation, understand what the desired outcome is for our customer – and look to escalate a situation to the correct level and supply all required information to get the situation resolved.

Key duties & responsibilities:

• Ensure quality of customer services is exceptional.
• Build up relationships with our clients & their customers.
• Act on behalf of our customers as a first point of contact for all tracking/parcel queries from their customers or members of the public.
• Ensure all SLAs are met.
• Dealing with high volumes of public emails & phone calls.
• Provide a high standard of customer satisfaction and service to a growing client base ensuring that an efficient, courteous and professional manner is upheld at all times.
• Track and trace pick up and deliveries via phone e-mail or other necessary means.
• Ensure that customers and public are updated at least every 24 hours or as and when necessary.
• Handle and resolve client, customer or public complaints.
• Keep records of customer & public interactions, enquiries and complaints. Everything to be logged on the in-house ticket system without exceptions.
• Any other work as required.

Keywords: Customer Service | Customer Support | Communication | SLAs | IT Literate | Word | Excel | Email | Telephony | Complaints Handling | CRM | Inbound | Administration

Essential Skills

• Good communication and interpersonal skills (both written and verbal).
• Good computer skills, particularly Excel and Word skills.
• Experience in Customer Services.
• Organisational skills with strong attention to detail.
• Ability to multi-task in a fast-paced environment.

Desired Skills

• Experience within the industry.

About Company

Whistl are a delivery management company providing efficient, high-quality and competitively priced services across Business Mail, Parcels, Fulfilment and Doordrop Media both in the UK and internationally. Distributing more than 4 billion items annually, we are market leaders in Downstream Access Mail (DSA) services handling over 50% of bulk business mail in the UK.

Whistl is a Disability Confident employer and is committed to equal opportunities for all in all of our employment policies and practices.

Due to the nature of our business, this role may be subject to a basic DBS check.

Essential Requirements

• Good communication and interpersonal skills (both written and verbal).
• Good computer skills, particularly Excel and Word skills.
• Experience in Customer Services.
• Organisational skills with strong attention to detail.
• Ability to multi-task in a fast-paced environment.