Job Description and Person Specification
Job Title: CS Advisor
Department: BJS Extra
Reporting to: Manager
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Job Summary
Act as a key point of contact for customers on the day of delivery and installation services, ensuring a smooth, professional, and customer-focused experience from start to finish. Provide clear communication, manage expectations, and coordinate effectively with internal teams to resolve issues quickly and maintain high levels of customer satisfaction.
Main Duties
* Act as the main point of contact for customers on the day of delivery and installation services, providing timely updates and ensuring a seamless service experience.
* Respond to customer queries and complaints promptly, ensuring all issues are acknowledged, logged, and resolved within agreed timeframes.
* Maintain clear and consistent communication with customers throughout the delivery process to manage expectations effectively.
* Liaise with internal departments such as transport, warehouse, and operations to coordinate resolutions and ensure efficient delivery service.
* Update customer service databases, trackers, and CRM systems in real time with accurate and detailed information.
* Perform customer verification checks in line with company procedures to ensure data accuracy and security.
* Follow up on customer interactions to confirm issues have been resolved and service expectations have been met.
* Proactively escalate complex or unresolved issues to senior team members or management when required.
* Contribute to maintaining high levels of customer satisfaction through professional communication and effective problem-solving.
Required Skills, Competencies and Experience
* Strong communication skills, both written and verbal
* Ability to remain calm and professional under pressure
* Excellent attention to detail and accuracy in record keeping
* Strong problem-solving and decision-making abilities
* Ability to multitask and manage workload in a fast-paced environment
* Strong teamwork and cross-departmental collaboration skills
* Customer-focused mindset with a commitment to service excellence