DESCRIPTION

We are seeking to recruit a Customer Service Advisor to join our Customer Experience department.
In this role you will be required to deliver an industry leading level of customer service to all ENVA customers and partners. Acting as first point of contact to handle all incoming customer enquiries via phone and email across multiple waste services, whilst always maintaining a customer centric approach with every interaction.

SKILLS, KNOWLEDGE AND EXPERTISE

• Experience in Customer service
• Have an enthusiastic customer service focus with a determination to resolve customer issues first time.
• Positive and motivated with flexible and adaptable attitude.
• Problem solving and solution focussed ability.
• Maintain a high level of knowledge of the services provided by ENVA and the ability to articulate the benefits to customers.
• Excellent written and verbal communication skills and telephone manner.
• Well organised and self-disciplined with the ability to work quickly and calmly under pressure.
• Excellent attention to detail.
• Exceptional interpersonal skills with the ability to develop effective and positive working relationships within and outside of the department.
• Must demonstrate high levels of integrity and adopt a professional approach in all interactions – should be transparent, open, and honest in all dealings.
• Ability to be flexible and adapt to changing situations and / or systems.
• Good conflict resolution skills based on a ‘Can do’ attitude.
• A flexible attitude to the team’s work, including a willingness to reprioritise and undertake additional tasks if required.

• Act as first point of contact for incoming calls – ensuring a warm, engaging, and polite introduction.
• Maintaining and building rapport with customers, understanding their needs, and managing customer’s expectations.
• Conducting outbound calls to existing customers to up/cross sell additional products and services.
• Questioning to establish customer needs and identifying opportunities to pass to sales team.
• Respond to customer and internal emails and chat in a professional and timely manner.
• Place or amend customer orders accurately and efficiently.
• Completing onboarding welcome calls to new customers to share knowledge and best practice.
• Ensure that all queries are followed up and resolved in an efficient and customer focused approach.
• Resolve customer complaints at first point of contact wherever possible – escalate only where necessary.
• Following up on queries to ensure full resolution.
• Maintaining the internal CRM tool to ensure all records are accurate.
• Investigating solutions to help the customer, using negotiation skills where needed.
• Contributing to customer service department KPI’s to ensure service levels are met and maintained.