Job Description and Person Specification

Job Title: CS Advisor

Department: BJS Extra

Reporting to: Manager

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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

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