Customer Service Advisor Ref: KS20

The Opportunity

Customer Service Advisor
Location: Leicester LE2
Temporary to Permanent, Full Time
Home Working (Until further notice, long term this will be office based)
Office based training.

Typical Working hours:
Monday to Friday 8am - 4.30pm, however please note:
You will be required to work 1 week a month of late: 1130am - 8:00pm (receiving a £15.00 per day shift allowance payment)
You will be required to work 1 Saturday per month 9am to 4pm: (receiving a £30.00 Shift allowance payment whilst you will receive a day off in the week).

Optional working hours:
Permanent late shifts Monday to Friday 11.30am to 8pm Monday to Friday (No weekend working)
OR
Fortnightly rotation of every other Saturday (day off in the week) and Mon to Fri 8am to 4.30pm

Standard hourly rate of pay: £10.00

Have you got previous Customer Service/Contact centre experience?

Are you comfortable and confident in handling with complaints and enquiries?

Do you have a flair for building a rapport with customers?

Do you like speaking with customers over the phone and are you confident liaising by e-mail?

Are you available for an immediate start?

The role:

To respond efficiently to customer complaints and enquiries coming in to our clients call centre and to ensure they are properly managed through to resolution.
To deliver a professional, customer-centric service which presents the business in the best possible light and which achieves an exemplary customer experience.
To support the business with its ambition to outperform all their customer satisfaction targets and to help reduce the volume of complaints and enquiries that arise across the business.

Duties include:

• Respond efficiently and authoritatively to incoming customer calls and maintain ownership of them
• Manage customer expectations
• Use all available systems to provide a first-call resolution service wherever possible (avoid the need to pass enquiries and complaints out to the wider business)
• Ensure that where information needs to be sent out, it goes to the right person and is acted upon
• Drive the resolution of complaints to meet the key 48 hour KPI
• Establish and maintain good professional working relationships
• Ensure complaints are followed through and resolved
• Keep customers updated and informed of the progress of their enquiry/complaint
• Maintain accurate and comprehensive data records
• Follow defined work management and company processes policies at all times

Person Specification;

We are looking for Customer Service Representative who is:

• Committed to putting customers first and achieving high levels of satisfaction
• Able to put someone at ease over the phone
• Empathetic, able to see someone else’s point of view
• Patient and attentive, with good active listening skills
• Polite and respectful at all times
• Good negotiation skills
• Keep customers informed and updated.
• Adopt and maintain positive language and a ‘can do’ approach to customer challenges
• Respect customers’ busy lives and ensure promises are delivered
• Be adaptable, accommodating and flexible in responding to the needs of different situations

Key skills required;

• Excellent telephone manner
• Conscientious with the tenacity and resolve to see things through
• Organised and punctual
• Articulate
• Thorough, with good record keeping skills
• Able to thrive under pressure, multi-task and prioritise workload
• IT literate
• Good written communication skills
• Basic knowledge of the requirements of the General Data Protection Regulation

Consultant: Katie Sturland

Apply Now 2021-10-12t08-59-00-01-00 Flowers Associates Ltd.

Apply for Customer Service Advisor (KS20)



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