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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

Interparcel

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

 

Company info
Website
Mini-site
Manor Royal Business District
Location
7 Magellan Terrace (Ground Floor)
Gatwick Road
Crawley
West Sussex
RH10 9PJ
United Kingdom

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