Role: Customer Resolution Advisor
Rate: £10.43 per hour
Hours: Various Shift patterns working 5 out of 7 including weekends
Location: Motherwell -ML1
Start Date: ASAP
First Choice are actively recruiting a number of Customer Resolution Advisor's to join our reputable client based in Motherwell, ML1 Postcode area. The role will require working from the office within the depot.
Reporting to the Customer Operations Regional Manager the Customer Resolutions Advisor is responsible for delighting the internal and external customer in resolving the issues of “undelivered” & “delivery disputed” parcels that have impacted the customer journey.
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.
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
Ensure that all available systems are used to their full potential and all avenues are explored to resolve every parcel enquiry and that all information, scanning in particular, is updated for every stage of the parcel journey
Work with Compliance Managers to ensure business rules and criteria for courier compliance is applied when parcels are incorrectly scanned as delivered/returned to depot
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 of Inbound Customer Services Advisor 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
In return we offer:
A competitive hourly pay rate of £10.43
Weekly pay, every Friday
To apply for this role please register your interest at www.firstchoice-uk.com, apply online or call 01924 201155.