Customer Service Advisor

Stericycle; Manchester; On-site; GBP 22,000 - GBP 28,000; Full time

Job summary

A leading compliance solutions provider in Manchester seeks a customer service representative to be the first contact for customer inquiries. Responsibilities include providing excellent service, resolving complex queries, and building strong relationships with customers. The ideal candidate will possess strong communication and problem-solving skills, and will thrive in a fast-paced environment. Experience in customer service is essential, and a High School education is required. Attractive benefits include a contributory pension scheme and performance-related pay reviews.

Benefits

Contributory Pension Scheme

Life Insurance

Cycle to Work Scheme

Access to employee support fund

Online library of self-development & learning

Annual performance related pay review

Referral Scheme

Qualifications

• Ability to work in a fast-paced service environment.
• Able to work independently and as part of a team.
• Demonstrate commercial awareness.

Responsibilities

• Provide excellent customer service ensuring needs are met.
• Build rapport and provide accurate information to customers.
• Manage complex customer inquiries and complaints.

Skills

Excellent verbal and written communication skills

Strong problem solving skills

Competent in all Microsoft packages

Education

High School

Job description

Stericycle is a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment. Since our founding over 30 years ago, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Every day, we help our customers solve complex challenges by safely managing materials that could otherwise spread disease, contaminate the environment, or compromise one’s identity.

Join us on our mission to protect health and well-being in a safe, responsible, and sustainable way.

Position Purpose

Working within our Customer Service Team the successful candidate will have a proven track record in providing a high level of customer service. You will be the first point of contact for customer queries via both telephone and email, working closely with our support teams and Operations network to efficiently track, monitor and resolve all customer inbound queries in a timely manner.

Key Job Activities

Provide an excellent level of service which ensures customer needs and expectations are met, whilst working towards first contact resolution.

Establish and build rapport with customers, providing accurate and timely information to instill customer confidence in our ability to deliver an exceptional level of service.

Build and maintain strong working relationships with both internal and external customers, establishing and building strong relationships with other departments.

Ability to understand, analyse and interpret data and customer reporting.

Pro-actively keep customers updated on all aspects of their enquiry in a timely manner.

Accurately record clear and concise notes for each customer interaction within the CRM system.

Resolve complex customer enquiries including pricing queries, invoice disputes and manage customer dissatisfaction.

Identify whether a customer is due a credit as part of a billing query and be able to calculate full and partial credits.

Confidence in handling customer complaints, managing objections and taking ownership through to full resolution.

Identify and elevate any process issues, offering positive suggestions/ideas for suitable resolutions.

Pro-actively elevate to management any unresolved customer query that may breach our agreed SLAs.

Education

Required Education: in High School

<3>Experience (EMEAA)

Be able to demonstrate an ability to work within a fast paced environment within the service industry.

Able to work on own initiative or as part of a wider team.

Demonstrate a logical thought process in line with customer demands and expectations.

Excellent verbal and written communication skills.

Demonstrate commercial awareness.

Competent in all Microsoft packages.

Strong problem solving skills with attention to detail.

Results oriented.

Certifications and/or Licenses

• Contributory Pension Scheme
• Life Insurance
• Cycle to Work Scheme
• Access to SteriCares, our employee support fund
• Stericycle University – Our online library of self-development & learning
• Annual performance related pay review.
• Referral Scheme (Earn by introducing people in your network to the Stericycle family)

Stericycle is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

Disclaimer

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise, and it does not constitute any right or guarantee of employment condition. This position is open to people with disabilities. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources and risks prevention policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.