Leading professional membership body in the education sector is looking for a Customer Support Advisor to provide all customers with advice, support and guidance in their relationship with the organisation.
Acting as first point of resolution for all customer related enquiries
Providing customers with advice and guidance on next steps and their ongoing journey with the organisation.
Developing and maintaining excellent communications with other teams and divisions to ensure a coordinated approach across the business.
Providing an excellent service to both internal and external customers, communicating effectively and courteously and providing information and advice on matters relating to the work of the Customer Services Division.
Contribute to the achievement of specified objectives and service level targets relating to the work the Customer Services Division, and the Customer Support team.
Respond to all enquiries from customers up to the first level resolution and refer any second resolution calls to other parts of the Division or other sections across the organisation as appropriate.
Identify areas of work that can be streamlined and developed.
Achieve excellent and consistent customer satisfaction results, achieved with a 'first time fix’ contact resolution or appropriate handling of second resolution contact.
Participate in business related functions, where appropriate, to provide support and to gain insight from customers and other stakeholders.
Help with the testing all developments and improvement on the database and online systems relating to the work of the Customer Operations Team.
Skills and experience:
Previous experience of working in a call centre environment.
Exceptional verbal and written communication skills
Good knowledge of MS Office and general experience of using databases
Strong administration skills with good attention to detail.
Experience of working in a service driven role with a desire to provide an excellent customer experience.
- Call Centre
- Communication Skills
- Customer Service
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