CUSTOMER SERVICE ADVISOR

Posted 2 February by CCR Recruitment & Selection

CUSTOMER SERVICE ADVISORS

SALARY: £22,000 - £25,000 Plus Bonus & Benefits

Hours: Will need to be flexible, hours between 7am-7pm Monday - Sunday

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

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 calls
  • Reporting all malfunctions encountered
  • Remaining aware of the product environment

IDEAL TRAINING & EXPERIENCE

  • Fluency of language used with the customer, both spoken and written
  • Competence with office/PC & automation tools
  • Excellent telephone skills; good writing skills
  • Passionate about delivering customer service
  • Previous Customer Service delivery experience

Required skills

  • Call Centre
  • Complaints
  • Contact Centre
  • Customer Service
  • B2C

Application question

Have you worked within a Contact/Call Centre?

Reference: 33369633

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