Handles customer calls and online queries, troubleshoots issues, promotes products and services, and completes routine customer administration.
Our client seeks a Customer Service Advisor to join their team. In this role, you'll be the first point of contact for customers - handling inbound and outbound calls and online queries, troubleshooting issues, promoting products and services, and ensuring every interaction leaves the customer feeling valued and confident. You'll work within a supportive team environment across a rotating shift pattern that covers mornings, evenings, weekends, and some bank holidays (contact centre hours: Monday-Friday 8am-8pm, Saturday 9am-6pm).
Key Responsibilities
- Act as the single point of contact for customers across inbound and outbound calls and online channels, providing end-to-end support for a range of queries, faults, and service requests.
- Deliver knowledgeable, articulate advice on the company's full range of products and services, including fibre, broadband, mobile, and ancillary offerings.
- Provide an excellent customer experience by actively promoting products and services, enhancing sales, and prioritising customer retention at every interaction.
- Record, interrogate, and diagnose customer issues and faults, providing first-call resolution wherever possible and ensuring clear next steps are communicated to the customer.
- Accurately complete order requests to enable other departments to act quickly and efficiently on behalf of the customer.
- Carry out routine administration including customer registrations, data input, maintenance of customer records in internal systems, and reporting as required.
- Proactively flag major customer-affecting issues to the relevant internal teams in a timely manner.
Key Skills and Experience
- A genuine passion for putting the customer first and achieving customer-focused outcomes, with high levels of empathy and demonstrable experience in a customer-facing role.
- A superb telephone manner with excellent active listening skills.
- Outstanding verbal and written communication skills, including the ability to translate complex or technical information into clear, accessible language.
- Self-motivated and driven to take ownership of customer issues and see them through to resolution.
- Comfortable working independently or as part of a team, with strong interpersonal and relationship-building skills.
- Willingness and flexibility to work outside standard hours, including evenings, weekends, and...
For a full list of responsibilities and requirements or to apply for this great role, please visit the website at searchandselect.com, quoting the reference number: 16956
