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Customer Support Advisor

Posted 17 January by Ascendant Recruitment Ended

Customer Support Advisor

Perm £20k DOE

An exciting opportunity has emerged to join the customer service team within a fantastic, vibrant company company based in MK. As a member of this business-critical team, you will be on the front line of delivering a high quality customer experience to our customers. Every day you’ll be handling new problems, providing analytical troubleshooting assistance, answering different calls ,emails & queries and finding new ways to help customers, consumers, and the company.

Key Responsibilities:

  • Treat customers as people not numbers, metrics or problems. Empathise, address issues & questions, help reach rapid resolution, and make every interaction easy, memorable and valued
  • As a Telephone support specialist: investigating, diagnosing and resolving customer enquiries; working where necessary with internal support teams and other colleagues (e.g., Sales, Finance, Design …)
  • Day to day email support where required; over time, expansion of the role to include chat and social media may be required
  • Work closely with customers and consumers to "trouble-shoot" issues using good questioning and fact finding skills
  • 'Own’ your calls and customers, and always do what you committed to do, providing regular and timely updates along the way
  • Develop and maintain a deep understanding of the company's systems, products and processes in order to effectively and efficiently handle a wide range of customer enquiries
  • Take end-to-end ownership over issues and in doing so manage customer expectations, providing education and advice whilst ensuring issues are resolved in a timely manner
  • Making changes to products and services, as requested by customers and account managers
  • Accurately record and update customer information on call, across multiple internal systems
  • Proactively and constructively raise issues and contribute ideas around how all members of the team can each work more effectively

Person Specification:

  • Loves being on the phone to customers - with a great phone manner and a real desire to help
  • A clear and strong communicator with excellent questioning and listening skills
  • A high degree of emotional intelligence - the ability to stay cool under pressure and remain helpful while handling difficult calls
  • Ability to empathise and show care & consideration to customers, whilst still being able to deliver difficult messages to customers when needed
  • An accurate and methodical individual with an excellent eye for detail
  • A strong team player who forms positive relationships with both colleagues and customers

Required skills

  • Administrative Support
  • Customer Service
  • Phone Manner

Reference: 33977476

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