Summary of Position

As a Customer Service Advisor, you'll join our busy Sales & Service departments and play the important role of giving every customer an excellent experience. You will receive a comprehensive training programme to include product overviews, Manage Print Services, Professional Services and our IT Support offering.

Targets & Outcomes

• Identify and assess customers' needs to achieve added value in Principal
• Provide accurate, valid, and complete information using the applicable methods and tools
• Build sustainable relationships of reliability through demonstrating "living our word" behaviours

Responsibilities

• Delivering excellent customer service always
• Handling internal and external customer queries via telephone, email or any other source of communication
• Meeting daily KPI targets and working as a team to achieve weekly targets
• Using a can-do attitude to proactively resolve customer issues, following up with other stakeholders when needed
• Learning to deal with complaints and find the right solution to any customer issues
• Building strong relationships with internal and external stakeholders
• Accurately recording any data provided at all stages of the customer's journey within the CRM system
• Research, prioritize and resolve customer service-related issues within SDD in a timely and accurate fashion.
• Maintain documentation (MMR) of customer inquiries, meetings and responses for Company/customer reference.
• Facilitate customer requests to appropriate role for assistance.
• Handle service dissatisfied customers in a professional and effective fashion.
• Seek feedback and follow-up all customer interactions in a timely manner.
• Maintain broad knowledge of all Company products, services, commercial priorities and articulations.
• Identify and implement new process plan to improve customer support service.
• Provide outstanding and exceptional customer service.
• Maintain disciplined procedures and processes through discovery to problem determination.
• Work with colleagues/teams to address and resolve customer issues efficiently.
• Return customer calls in a timely manner to ensure high customer perceptions.

Skills Requirements