Helpline Advisor
CurrentCompany Name RNIBDates Employed Nov 2013 – Present Employment Duration 4 yrs 1 moLocation https://www.linkedin.com/company-beta/18165/Vital first point of contact for customers throughout the UK for blind and partially sighted people, relatives and friends.Inputting telephone orders for products and magazines and checking requests against stock onto various databases used including creating and maintaining customer records/subscriptions within NfP; CRM, Magento, V-Smart, TAPAS, and Sightline Directory. Other new systems used include NAV for return orders.Handle credit card transactions, direct debits, credit and debit notes and quotations while dealing with customers enquiries/orders.Respond to telephone, email and postal enquiries/orders from a wide range of callers including blind and partially sighted people, their relatives and friends, general public, students, health and social services and professionals.Make outbound calls to customers regarding products and services, ensuring the customer is happy with the services received and promoting other appropriate support.Deal with upset, anxious or angry customers with tact and understanding.Supply information by telephone, post or email and where appropriate signpost by referring to RNIB’s Advice Service or other departments and organisations to meet their needs.Promote RNIB services and RNIB Membership via telephone, post or email.Assist with any service monitoring, evaluation or customer feedback activities and complaint handling contributing to service development.
