The Customer Service Advisor is required to provide an exceptional level of service to our service users working with a variety of well-known and smaller organisation from charity, third sector and government sectors.You will be required to:
- Understand, support and advise customers requiring a wide range of information, advice and guidance.
- To provide a telephone and multi-channel support service with integrity, professionalism and adhering to all relevant process, procedures, and legislation.
- Comply with the expectations of customers.
- Ensure they are consistently achieving or exceeding Service Level Agreements (SLA's).
- Provision of multi-channel information services.
- Provision of accurate, meaningful, and consistent information to support to our customers.
- Listen patiently, empathise with the caller's situation and convey a genuine desire to help
- and support.
- Maintain the Customer Records Management (CRM) system through accurate data input and record keeping, constantly keeping data integrity as a core priority.
- Work with colleagues to ensure the highest level of customer satisfaction.
- Ensure continuous service improvement, initiating, and responding to change in a positive manner.
- To undertake effective research on a range of topics to fit with deadlines.
- Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required to include but not limited to PCI, GDPR, ISO 27001, 9001 and 14001.
- Proven experience of delivering a service which provided a supporting role;
- Working as part of a team;
- Providing telephone, online, email and live chat information;
- Researching, collecting and recording data evidence;
- IT literate with full working knowledge of MS Office Suite and use of windows-based databases;
- Planning and co-ordinating own workload;
- Excellent communication and interpersonal skills;
- Strong decision-making abilities;
- Ability to empathise with people at all levels;
- Ability to manage and resolve complaints;
- Emotional resilience.