Great that you're thinking about a career with BSI!

We recruiting for a Customer Services Advisor to join our team at BSI, Chiswick.

Purpose of the position

The Customer Relations Advisor is the first point of contact for BSI Customers. They are responsible for maintaining, and increasing revenue through sales of subscriptions and British, European and International standards, providing technical support to BSI Standards Store customers and delivering customer service through written and verbal communication.

This is a Full Time permanent position paying up to £24,600 pa plus benefits

Responsibilities

• Respond to customer enquiries by telephone and email, with the aim of diagnosing and resolving all enquiries at first point of contact.
• Act as switchboard transferring calls throughout the business.
• Input customer information into internal systems to generate accounts, raise quotations and process orders and invoices, ensuring that all customer contact is recorded accurately in the CRM system.
• Process credit card payments for BSI products and services.
• Raise credits, refunds and validate payments.
• Save potential membership cancellations by making outbound calls to chase payments and renewals.
• Recognise opportunities to cross and up-sell products and services, generating and passing on leads to the sales team where appropriate
• Resolve technical issues relating to the BSI Standards Store, liaising with second line support for technical assistance when appropriate but taking end to end accountability until a resolution has been achieved.
• Assist in testing new and existing products outside core business hours when required.
• Develop effective relationships with internal and external customers.
• Act as Subject Matter Experts within the team using expertise to train, mentor and share knowledge with colleagues where required.
• Take responsibility for generating and processing daily reports.
• Provide support across the Customer Relations department to achieve departmental goals and targets.
• Identify, gain agreement on and implement improvements to internal processes.
• Provide input into internal projects whilst retaining focus on KPI’s.
• Handle customer complaints, taking corrective action and escalating if required.
• Process ad hoc administrative duties as required.

Person Specification

Knowledge and Experience

• Intermediate understanding of Microsoft Office and Outlook
• IT proficient
• Customer Service, Technical Support and/or sales administration experience

Skills, attributes and competencies

• Able to make decisions using own initiative
• Good problem solving skills
• Attention to detail
• Adaptable to change
• Good interpersonal skills to deal with a wide range of groups and individuals, and in particular customers
• Delivers a high quality service with minimal supervision
• Good team player willing to support colleagues
• Uses research skills to identify and resolve issues
• Consistently reviews workload with the purpose of organising and prioritising competing demands
• Customer driven: anticipates customer needs and exceeds their expectations

Our Excellence Behaviours: Customer Focus, Accountability, Respect, Communication, Achievement & Leading and Managing others