Customer Service Advisor (Non-voice) REMOTE BASED

Posted 18 August by CCR Recruitment & Selection
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Customer Service Advocate (Non-voice / REMOTE BASED)

This position is remote based

£10/ph

37.5 hours per work/shift pattern

6 Month contract (based on performance)

The Customer representative will manage customers queries remotely using all the means, systems and procedures put at their disposal to find the best possible solution for their customers. They manage incoming and outgoing contacts: emails, letters, chat, instant messaging, social media…and some phone calls to ensure full customer satisfaction always. Must have PC and Internet connection

CUSTOMER CARE & METHODS

  • Active listening to customers to service their needs, through a thorough discovery of the customer requirements
  • Empathy with customer & colleagues
  • Ability to carry out a diagnosis and answer customer issues
  • Proposing solutions to meet customer needs while respecting company processes
  • Highlighting and promoting the solution, whilst being sure that the customer understands and has agreed the solution
  • Ensuring personalised care on each occasion
  • Developing customer loyalty, and promoting brand image
  • Being organised, professional always

MANAGING CUSTOMERS

  • Applying techniques of remote customer care
  • Reassuring customers and adapting communication per the correspondent’s profile
  • Defending proposals to the customer using positive and professional language, drawing on product and company knowledge
  • Simultaneously managing the tools and keeping control of the customer’s conversation
  • Escalating if necessary to a competent counterpart for resolution
  • Gathering and summarising information to complete the customer file and qualify call

Required skills

  • Complaints
  • Customer Satisfaction
  • Customer Service
  • Working Remotely
  • Remote Access

Reference: 43018387

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