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