Account Manager & Customer Services Advisor

Account Manager
£24,000
Monday to Friday- Blackburn

As an Account Manager, you will work in the technical production customer services team & assist in opening and maintaining customer accounts by recording account information and capturing specific requirements for the customer.

Placement of orders on the system and handling of cancellations, refunds or exchanges of products.

Resolving product or service problems by clarifying the customer's complaint.

The primary function of this Account Manager role with the Customer Service team is to serve customers by processing their orders, providing product and service information, suggesting information about other products and services, fulfil customer needs and resolve product and service problems to ensure customer satisfaction.

The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Placement of orders on the system and handling of cancellations, refunds or exchanges of products, et al.

Resolving product or service problems by clarifying the customer's complaint which includes:

determining the cause of the problem

selecting and explaining the best solution to solve the problem

expediting correction or adjustment & following up with the relevant parties to ensure resolution

Manage a variety of incoming calls & build sustainable relationships with customers through open and interactive communication

Identify and assess customers' needs to achieve customer satisfaction
Included in the role is dealing with hauliers and couriers and could involve dispatching of orders through the system
Liaising with Planning, Production, Purchasing and any relevant parties on the progress or troubleshooting of customer orders
Liaising with all internal departments as determined by the customer's requirements
Handling any basic financial related queries such as providing pro-formas, requesting Accounts Department to forward invoices or statements to the customer
Contribute to the team effort by assisting where needed
Go the extra mile to engage customers
Meeting and greeting visitors and customers on site as needed
Any other duties required by the Customer Service Department and Company not specifically stated

Skills and Requirements

Good at problem solving
Strong phone contact handling skills and active listening
Customer orientation and ability to adapt/respond to different types of characters
Able to remain calm under pressure
Excellent communication skills
Excellent accuracy
High attention to detail
Ideally some kind of customer support/care experience
Good computer skills
Any foreign language is a bonus but not essential

Customer Services Advisors need to be comfortable in dealing with a range of personalities over the phone with problem solving coming naturally. Some sort of technical head or some sort of grasp of Maths or Science is needed as we deal with formulas and calculations. Other qualities that we are beneficial include:

Confident at troubleshooting and investigation to resolve customer complaintsAdecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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