Customer Service Advisor

Our client seeks a Customer Service Advisor to join their team. Role Profile: To provide an efficient and professional service to customers over the phone or online, supporting customer queries, faults, and requests for service. To strive for customer excellence and ensure all customers are dealt with efficiently and in a welcoming and friendly way. Flexible working hours; to an agreed level. Working within a team, the role will include working evening, weekends, and bank holidays on a rota basis. Key Responsibilities: To be a single point of contact for customers for both inbound and outbound calls and online channels. Providing end to end support for a range of customer issues, providing support and advice on technical and general customer queries as well as service and sales support. To be articulate when providing information on products and services which includes, Fibre, broadband, mobile and other ancillary services or offers available. Provide an excellent customer experience by advising and actively promoting products and services, thereby enhancing sales, and making retaining the customer a priority. To make sure all customer interactions are completed successfully or that the next steps in any process have been made clear to the customer. Record, interrogate and diagnose customer issues/faults for all general services, provide information or a first call resolution when possible; to decide upon and implement correct procedures to ensure a solution. Accurately complete order requests as required so that other departments can complete their actions for the customer quickly and accurately. Provide routine administration including but not limited to customer registrations, data input and maintenance of customer data in internal systems, reporting and additional activities as required. Embody the values and make every customer interaction an opportunity to extend and strengthen a customer relationship. Proactively inform the engineering team and Products team of any major customer affecting issues as they emerge in a timely manner. Understand and comply with the licence and other regulatory rules applying to the position. Understand and comply with the Data Protection Law as it relates to the position. Understand and comply with the Health and Safety responsibilities relevant to the role as defined in the Safety Policy. Work in accordance with the safety procedures and safe working policies. Undertake appropriate security awareness training covering information security, data protection, financial crime and payment card data and comply with their information security responsibilities. This awareness training includes understanding of the incident reporting process to be followed in the event of the employee suspecting, causing, or discovering an information security incident. Key Skills and Experience. A passion for putting the customer first and achieving customer focussed outcomes. High levels of empathy and experience of working in a customer facing role. Superb telephone manner and listening skills. Excellent communication skills, both verbal and written, with the ability to translate the complex into more easily understood terms. Self-motivated and driven to take responsibility for customer issues, seeing them through to completion.
If you have the required skills please apply online at searchandselect.com quoting reference number: 15304