Job Description

About The Role

Customer Service Advisor

Purpose of the role:

To work as part of the inspection and collection team based within Customer Services contacting customers on behalf of a major client at the end of their contract to arrange the Inspection/Collection.

Reports to:

Customer Service Supervisor

Stakeholders:

All BCA employees, Account Holders, Customers

Responsibilities

An individual who effortlessly demonstrates our values and behaviours, proudly representing The BCAL brand An individual who embraces a culture of great conversations every time, exceeding customers' expectations and working to continuously improve the customer journey Contact customers on behalf of B2B clients to arrange the inspection and collection of their vehicles at the end of their contract Contact customers prior to their inspection and collection to confirm appointment and confirm requirements for the day of appointment Create and amend inspections and collections on BCAL and B2B clients' systems, ensuring all information is accurately entered Ensure customer details held are up to date and accurate Ensure systems are updated with all customer contact points and vehicle status to ensure accurate reporting to the client Written communication to customers to confirm booking details Inbound and outbound calls to customers, providing accurate information and advice to customers regarding end of contract process Working with internal departments to ensure that the customers enquiry is dealt with in a timely and effective manner Any other Ad Hoc duties required of the Customer Service team on behalf of B2B customer base

Skills & Experience

Strongly Customer Service focused with a high standard of customer service ethics An excellent communicator with strong communication skills verbally and in writing Excellent telephone manner Good listening skills with ability to accurately capture information A strong team player Highly motivated with ability to work to strict SLA's Ability to enter data accurately and efficiently IT Literate with ability to use multiple systems Organised with excellent time management skills At least 1 year Customer Service experience * Experience in a Contact Centre environment advantageous