Customer Service Advisor CSA
Customer Service Advisor CSA
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Job Description
The primary purpose of the Customer Service Advisor (CSA) role is to provide a helpline service to the procurement portals hosted by Proactis responding to incoming queries from publishing authorities and suppliers as well as processing and publishing submitted tender notices ensuring that they comply with UK public procurement guidelines.
In addition the CSA develops and maintains relationships with our paying customers on our private portal myTenders with the aim of maximising customer retention levels. The CSA supports our customers by maintaining the customer care process performing administration duties to ensure the efficient delivery of the service and providing general guidance and advice.
Main duties will include:
- Respond to incoming customer support requests effectively and efficiently and answer phone calls within agreed SLAs. You will be talking to public authorities and private organisation which use our portals.
- Perform back office general operations and administrative duties required to support the effective operation of the Portals service. This will include responding to Contact us requests email check to insure ports are operating as expected release support as needed.
- Provide support to the Portals Manager to identify and implement opportunities for continuous improvement in our products processes and systems to improve work practices and customer satisfaction/retention.
- Support other members of the Portals team as required to ensure the team effectively manages customer workload and achieves its KPIs
Qualifications :
At least 12 months experience working in a Customer Service environment.
Experience of being comfortable working in an environment that utilises targets and KPIs.
Highly developed telephone & email communication and computer skills and ability to use web based systems.
Ability to work as part of a team and a willingness to share opinions and ideas.
Knowledge of UK legislation relating to public sector procurement and experience of issues relating to procurement and in particular the tendering process.
Additional Information :
We offer competitive salary and a rage of benefits such as:
- Flexible working
- Health care cover
- Westfield Health cover to support our employee wellbeing
- Pension
- Access to the website with various discounts
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
