We are looking to recruit Customer Service Advisors on a fixed-term basis for a minimum of 12 months. The role will involve handling customer calls and e-mails from a large diverse customer base, dealers and partners, in order to achieve service excellence and contribute to the retention of our customers.
• Answering calls and correspondence professionally, politely and courteously;
• Owning and driving resolution of customer escalations, issues and complaints, effectively and efficiently, and to their satisfaction;
• Handling difficult customers and taking a creative approach to a range of enquiries to achieve customer delight and first contact resolution;
• Using high standards of literacy skills to respond to customer letters and emails ensuring that all points within the letter are covered;
• Working in a fast paced, extremely busy environment, accountable for the self-management of workload to ensure that the department achieves agreed service levels;
• Recognising thorough customer feedback;
• Providing feedback through relevant channels to enable service recovery;
• Operating call centre systems competently, and keeping both customers’ accounts and own records accurately updated;
• Adhering to agreed processes, meeting required work standards, targets and objectives;
• Promoting products, services and solutions at every appropriate opportunity;
• Being punctual, reliable and presentable;
• Communicating relevant information to internal/external customers, partners, and third parties;
• Identifying and undertaking own self-learning and development, and sharing learning with colleagues; and
• Assisting with any other tasks as requested.
To support culture change programs that drive our brand attributes and core values, align words and actions with these principles, and place the customer at the heart of everything you do.
To maintain quality, integrity and cost efficiency across all activities, to support our commitment to best practice and protect our stakeholders.
To proactively embrace continuous improvement as "business as usual", contributing to the delivery of beneficial change in systems, processes and procedures.
Candidate Specification
• A minimum of 1 years experience in a high-pressure Customer Service environment (preferably in a telecommunications or mobile industry Contact Centre)
• Computer literate (Microsoft Office applications)
• Flexible, and at ease managing change
• Punctual
• Educated to GCSE level or equivalent, with English Language and Mathematics (ideally grade C or above)
• Fluent in English (essential) and a second language would be beneficial.
Competencies
• Strong written and verbal communication and interpersonal skills
• Enthusiastic and proactive approach
• Team player
• Excellent inter-personal, listening and communication skills, both written and orally.
• Good conflict management skills
• Good self-management skills, to be able to stay calm and professional in the face of conflict or provocation, and to manage own workload to meet deadlines
• A good understanding of the enabling infrastructure (systems, people and process) essential to contemporary Contact Centres.