Customer Service Advisor
| Posting date: | 25 November 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Competitive |
| Hours: | Full time |
| Closing date: | 25 December 2024 |
| Location: | Park Farm South 11-29 Booth Drive Wellingborough, NN8 6GR |
| Company: | Booker Group |
| Job type: | Permanent |
| Job reference: | 24007 |
Summary
We have an exciting opportunity to join our Customer Service Team at our Wellingborough site. In this position, you will work as part of the Customer Service team and you will be responsible for receiving, logging and responding to all retailer distribution claims and general queries and issues.
Working within Supply Chain department, liaison across all Budgens and Londis retailers and all departments who may be resolving retailer issues.
Key Activities include;
Ensure an appropriate resolution in an effective, efficient manner, within the agreed timeframe and to the required standard
To offer full customer service support to both Budgens and Londis retailers
Log all retailer Distribution Claims
Log all retailer queries and issues
Ensure all retailer claims, queries and issues are dealt with efficiently and effectively
Communicate clearly to retailers, show empathy and work to build a trusting relationship
Handle consumer queries via letters, emails and telephone
Field retailer Distribution claims and log full details on CRM (Budgens) E-claims (Londis)• Field retailer queries, issues and log full details on CRM
Take responsibility and ownership for claims, issues, queries and their resolution, ensuring the Booker GB service standards are met
Resolve queries where possible or if necessary, escalate issues to appropriate departments• Ensure rejected claims are communicated to retailers
Escalate issues to the CST Manager, if appropriate action is not taken
To be successful in this role your skills and qualifications will include;
Educated to GCSE standard or equivalent in Maths and English
Some experience in a retail customer service role desirable
Understanding of Microsoft applications: Outlook, Word and Excel
Excellent communication skills with the ability to remain calm in stressful situations
Able to live and demonstrate the Booker values
Ability to plan, prioritise and approach each issue in a structured manner
Results-orientated, able to take ownership of problems through resolutions
Previous experience within a contact or call centre environment would be highly regarded