Air Liquide is searching for an enthusiastic and customer-focused Customer Service Advisor to join our team in Coleshill, Birmingham. In this role, you will be the primary point of contact for our customers, managing daily order processing, and handling customer queries.
How will you CONTRIBUTE and GROW?
•Handles requests from customers in a local site/depot or branch environment. Includes new account and pricing set up, order entry and queries and internal communication with operations and sales teams
•Raises manual notes for permitted scenarios and updates Manual Log
•Raises credit notes adhering to the credit note request procedure
•Takes payments from customers and reconciles banking for gas and equipment
•Calculates commission payments to agents and makes adjustments to cylinder holdings
•Completes manual template to create Proforma Invoices as required
•Provides rapid resolution to issues and assesses when a contact requires escalation or referral to an expert
•Develops and maintains knowledge of products, services and systems as required
•Identifies sales opportunities for referral to the sales team
•Develops strong long term relationships with customers and agents to fully understand their needs
•Provides proactive service to select customers based on outbound contact
•Manages work within KPI / target framework to optimise customer experience and productivity
•Process cash and card payments over the counter securely and responsibly
•Take initiative by informing regular customers of new products or services and price changes
•Listen to and resolve customers' complaints regarding products or services
•Answer customers' questions about merchandise and advise customers on merchandise selection
•Be instrumental in accurate and timely stock counts
Are you a MATCH?
The ideal person for this role will have strong communication skills, with an ability to serve customers across the phone, email, and face-to-face.
We also look for:
•A problem solving mindset, an ability to troubleshoot customer issues and escalating complex matters when needed
•An ability to prioritise your workload and work in an organised manner
•Able to remain focused in a busy telephone environment
•Willingness to learn about industry, products, customer and agent requirements
