Customer Resolution advisor

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Customer Resolution advisor

  • Location:

    Thurrock

  • Sector:

    Office

  • Job type:

    Temp

  • Salary:

    £9 to £9

  • Contact:

    Joanna Gornicka

  • Contact email:

    joannagornicka@firstchoice-uk.com

  • Contact phone:

    01924 201155

  • Published:

    17 days ago

  • Expiry date:

    2021-10-03

  • Startdate:

    20.09.21

​Role: Customer Resolution Advisor

Rate: £9.50 per hour (£10,62 after 12 weeks)

Hours: Various Shift patterns including weekends

Location: Thurrock - RM20

Start Date: ASAP

First Choice are actively recruiting a number of Customer Resolution Advisor to join our reputable client based in Thurrock - RM20 postcode area. The role will require working from the office within the depot.

This is a dual role, investigating and resolving enquiries from clients and end customers by telephone, email and CRM the role holder will take proactive action within local depots to identify physical whereabouts of lost parcels by working alongside Depot and Field Teams and reporting investigations findings to UK Contact Centre.

Key accountabilities:

  • Delivering resolution on all enquiries from a shared work queue including complaints and compliance related issues arising from issues in depot and field in line with SLA’s

  • Manage the queue of client and end customer query/responses via CRM

  • Prioritising and clearing the UP queue having contacted Clients and Customers to establish correct addresses / label / packaging issues so that they can be segregated for return to sender or re-sending to the customer

  • Ensure a timely response to email queries from customer service i.e. addresses queries/delivery disputed within an agreed SLA of 4 hours

  • Conduct thorough depot searches to locate missing parcels ensuring CRM enquiries are fully resolved within SLA and customers/clients updated accordingly

  • Provide first line response to customers and internal stakeholders through multi-channel sources

  • Outbound calling for investigating queries, identifying the location of parcels, contacting our couriers for updates and where necessary feeding back to client or customer

For the role you will be able to demonstrate:

• Excellent communication skills both written and verbal

• Working knowledge of Microsoft office

• Excellent administrative skills

• Previous Customer services experience

• A positive can do approach

• Ability to work well in a team and independently