Customer Service Advisor: Interparcel
- Employer
- Manor Royal Business District
- Location
- Crawley, West Sussex
- Salary
- £19,000 per annum
- Closing date
- 1 Jun 2023
View more
- Sector
- Logistics
- Function
- Customer Service
- Contract Type
- Permanent
- Hours
- Full Time
Job Details
Customer Service Advisor – Level 1
Benefits:
- 12 days working from home
- Free parking
- Pension
- 20 days holiday increasing with service + all bank holidays
- Smart/casual attire
Nature and Scope:
You are the front-line customer service for Interparcel, you are expected to take Calls, chats & emails in that priority and provide excellent customer service.
Principal Accountabilities:
- Act as key point of contact for all internal and external customers, escalating issues to his/her respective Team Manager where required
- You will be contacted on all 3 platforms by the customers and the queries will range from failed collections, failed deliveries, raising searches & customs issues.
- You are expected to achieve a monthly average of 150 through taking calls, chats and responding to customer emails.
- Calls and chats are each worth 2 points, emails and outbound calls are 1 point.
- Talk time also contributes towards daily productivity; 10 points per hour of talk time is added to agent’s daily productivity.
- An average is produced between advisors daily and all advisors are expected to achieve an average of -10 or above across all 3 platforms.
- If emails are up to date during the day, exceptions will be sent to all advisors to be completed.
- If customers have been contacted regarding exceptions, then a team leader will then provide advisors with Collect+ orders to check the status and close all cases that have been dealt with.
- Observation check list will be sent to all advisors to test work knowledge if all of the above points have been completed.
Knowledge & Skills:
- High level of customer service skills The ability to Multi-task
- Use all available resources to solve difficult problems, with effective solutions
- Great communication skills internally and externally
- Good team player- self motivated
- Good telephone manners
Must be:
- Respectful
- Able to listen
- Attentive
- Have patience
- Able to build rapport
- Empathetic
- Honest
- Responsive and articulate
- Accountable for actions
- Able to personalise a query/emotionally intelligent
Must have:
- Good product knowledge
- Knowledge of Interparcel systems, all website features and carrier systems
- Good knowledge of the training guide
- Working knowledge of Interparcel technical processes
- Ability to problem solve
- Clear communication skills (verbal and written)
- Good written skills
- Ability to multi task
- Ability to prioritise
- Good telephone manor
- Attention to detail
- Time management skills
Company
Manor Royal Business District is the biggest business park of the Gatwick Diamond area and one of the south east's premier mixed activity employment hubs.
Enviable location and connections
Situated at the heart of the Gatwick Diamond on the Sussex and Surrey county borders, just two miles from London Gatwick Airport, a major motorway junction (M23 Junctoion 10) and two mainline railway stations (Gatwick Airport and Three Bridges), Manor Royal is a popular choice for a diverse range of occupiers including a host of blue chip global brands.
Manor Royal in numbers
- One of the biggest business parks in the South East.
- Covers an area of 539 acres – that’s over 300 football pitches.
- 700 properties
- 500 businesses
- 30,000 people
Manor Royal more than a number
Since the formation of the Manor Royal Business Group (MRBG), an association of Manor Royal based business and firms, being on Manor Royal means being part of something. You’re never just a number.
Manor Royal makes sense
Scale, diversity, location and great connectivity with a property offer to match means Manor Royal based firms are never far away from their suppliers, customers and a talented workforce.
Pay us a visit
Visit www.manorroyal.org to find out more and to get in touch
- Website
- http://www.manorroyal.org/
- Mini-site
- Manor Royal Business District
- Location
-
7 Magellan Terrace (Ground Floor)
Gatwick Road
Crawley
West Sussex
RH10 9PJ
United Kingdom
Get job alerts
Create a job alert and receive personalised job recommendations straight to your inbox.
Create alert