Customer Service Advisor

Posted 6 February by Cactus Frontline
This is a fabulous opportunity to join a company that puts customers at the heart of all that it does. The company prides itself on their reputation in the market and due to continued growth are now looking for Customer Service professionals to help continue their good work.

The benefits: The organisation offers fantastic earning potential offering Customer Service Advisors a salary of £18,000 per annum plus up to £10,000 bonus. The extensive benefits package includes a 35 hour working week, 36 days annual leave, a huge 11% contributory pension and life assurance. There are also great opportunities for career progression with clearly defined learning and development programmes. You'll get to work in with a supportive, friendly, team in a superb working environment.

The role: As the first point of contact for customers across the wide range of services offered by the company, Customer Service Advisors will build relationships through conversation ensuring a clear understanding of their needs to help the customer understand why they shouldn't cancel their services.

As a Customer Service Advisor you will:

* Take inbound calls to maximise opportunities to retain existing business where there is an intention to cancel from the customer
* Proactively contact customers who have been identified as cancellation risks to have open conversations to understand the customer's circumstances and offer solutions
* Correctly identify customer issues through effective questioning and probing
* Provide solutions through quality communication, leading to a fast and efficient customer experience
* Maintain an excellent level of knowledge of all products and services in order to be able to offer the customer a solution that is tailor made to their needs
* Ensure customer service standards and business demands are met

The ideal Customer Service Advisor will have the following skills and experience:

* Previous experience within a call centre is desirable, however, bright, articulate candidates from other relevant customer service backgrounds will be considered
* Be customer-focused, positive and have a professional attitude
* Excellent listening skills and the ability to identify the customer issue, adapting approach accordingly
* The ability to establish and build rapport with customers
* Excellent communication, both verbally and written, and the ability to explain information simply and clearly
* Self-motivation and the ability to manage your own workload to achieve both individual and team targets

Opening hours are 8.00am - 6pm Monday to Friday, 9am - 1pm on Saturday. Customer Service Advisors will be required to work a 35 hour working week with shift patterns across these times including 1 Saturday in every 3.

Reference: 34412339

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