Welsh Speaking Customer Service Advisor

Posted 8 November by Focus Resourcing
Easy Apply

Due to continued growth, our client in Caerphilly are looking to expand their Customer Service team and are looking to recruit 2 x Welsh Speaking Customer Service Advisors to manage customer enquiries and achieve service levels in line with Service Level Agreements and Key Performance Indicators.

Working within a small, dynamic and friendly team, you will be the front-line contact for members of the public and customers looking for further information and support.

Key Responsibilities:

  • Manage incoming customer enquiries and ensure that all enquiries are resolved to service levels and focus on 'right first-time' resolution of all issues
  • Providing factual and relevant advice to the customer and, where appropriate, making referrals on behalf of customers to third parties for additional support
  • Providing advice around having a comprehensive understanding of customer situation
  • Identify and help to resolve any customers suffering delays or experiencing issues in progressing through the customer journey
  • Work with local third parties that can help to tackle customer enquiries
  • Assist in unblocking issues that may impact or delay the customer journey
  • Provide face to face support for customers with communication challenges
  • Proactively identify ideas and suggest improvements to the customer journey
  • Support the successful resolution of customer complaints and appeals
  • Be a main point of contact for any complaints that have been assigned to you by the Customer Service Manager
  • Provide the Customer Service Manager with regular updates on outstanding complaints
  • If required, provide a face to face appointment to offer additional support and help getting the complaint to resolution

Skills & Experience:

  • Ability to speak fluent Welsh is essential
  • Educated to a high academic standard or evidence of equivalent professional experience
  • Evidence of ongoing professional development in a relevant field
  • Successful experience in a customer service role
  • Experience of dealing with vulnerable customers
  • Experience of managing complaints
  • Excellent interpersonal skills
  • Excellent communication skills and ability to communicate with a broad range of people
  • A problem solver who puts the customer first and seeks answers
  • Confident self-starter
  • Excellent team working skills

This is a superb opportunity to join a company who truly value their employees and their customers. They will offer a competitive salary and good benefits, an excellent working environment and strong career progression opportunities.

Reference: 39329337

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