Customer Service Advisor

Job Description and Person Specification

Job Title: CS Advisor

Department: BJS Extra

Reporting to: Manager

_____________________________________________________________________

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