Job Description

Job Advert

To represent Cellmark by telephone and provide customers with a helpful and efficient administrative service, thereby ensuring good customer relationships and the achievement of annual sales targets.
Reporting to Customer Service Advisor Team Leader

Key Responsibilities & Accountabilities

To represent Cellmark services to existing and potential customers, providing advice and explanations of the process and administrative procedures in a friendly and informative manner. To obtain market information and increase sales by calling existing customer groups (solicitors, advisory services, doctors), and potential customers who have registered their interest by responding to marketing activities. To input customer details and case data into the computer with a high level of accuracy so that laboratory systems and letter programmes can operate efficiently, and customer confidentiality can be maintained at all times. Able to create accurate written communication in response to customer enquiries Maintain a high degree of customer confidentiality at all times Liaise with customers regarding appointments, kits and payments To ensure that cases progress in a timely fashion by checking case information and following up with customers by letter or telephone To answer questions about the progress of a customer's case by referring to computer and file records and through liaison with laboratory staff, where appropriate, in order to provide a timely and efficient information service to customers. Where necessary CS Advisors may be required to pacify disgruntled customers. Maintain a calm and professional approach when dealing with customer complaints and sensitive situations Develop proficiency in all team activities to become multi-skilled Participate in projects and meetings to identify process improvements and share best practice

Qualifications & Experience

Educated to at least GCSE level, one of which should be grade C or above in English and preferably to A level with a science qualification Administrator with significant administrative experience Telephone based Customer Service experience Some experience of promoting a product or service over the telephone would be an advantage

Person Specification

Working in a team Sensitivity and empathy in dealing with issues which are complex and emotive Have a patient and flexible approach when dealing with complex and immigration cases Numerate and literate High level of accuracy and attention to detail Works in a well-structured and ordered fashion Flexible and able to handle a range of tasks Calm and composed in busy times Confident and skilled telephone manner Telephone sales skills Foreign languages an advantage Ability to remain impartial

Hiring Manager

Lisa Elliott - Client Operations Manager- Civil Law Cluster