Customer Support Advisor

Are you experienced in working with Customer’s and looking to move away from a call centre environment? Would you like to work for a global, prestigious company and service a set of world renowned products? My client needs a Customer Support Advisor to service the needs of their clients, supporting them with a range of services. This could be a great career move for the right candidate.

Role overview:

Providing customer support for our customers via all channels including email, phone, webchat. Building a strong rapport with customers and giving them a voice by feeding their experiences and feedback to the rest of the business.  The key to this role is ensuring we meet agreed SLA’s (Service level agreements) and deadlines, the role will be varied and cover a wide range of tasks.

Key role responsibilities:

• Effectively handle, manage, resolve, and log customer contacts received through a range of customer support channels in a timely and professional manner 
• Liaise with other internal and external partners to ensure issues are resolved and ensure a smooth transaction for our customers
• Take ownership, managing, investigating, resolving, and logging customer contacts and enquiries
• Meet all SLAs for transactional and subscriptions customers, and be willing to work as deemed necessary to ensure all SLAs are met in line with company policies
• Provide technical support and assistance to customers throughout their contract lifetime.
• Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
• Work effectively as a team and autonomously 
• Support customers with help requests, technical issues, complaints, suggestions, and praise received through a range of customer support channels
• Be able to communicate effectively and listen to a customer’s specific situation and needs 
• Process advert requests and queries from our customer base
• Have strong, up to date product knowledge across the brands to advise and add value to customers experience and encourage engagement 
• Follow escalation procedures for technical and product development issues, liaising with internal and external partners
• Assist other areas of the Operations department when necessary due to demand 

Weekend work maybe required on an adhoc basis during peak seasonal times which will be provided back as time in lieu.

Education and experience requirements:

Essential Skills & Experience:

• Proven experience in effectively communication with customers, clients or similar.
• Strong comprehension skills and attention to detail to ensure customer contacts are read and interpreted correctly
• Collaborative approach and the ability to build internal relationships both within the team and the wider business 
• Ability to take initiative, be self-motivating, act proactively
• Working within a multi skilled environment 
• Have a very positive work attitude including flexibility and willingness to work
• Initiative and ability to make informed decisions within the remit of their role

Desirable Experience:

• Customer service experience; handling calls and emails, delivering excellent customer service.
• Management of customer complaints.
• Working in a high-volume environment to meet customer expectation.
• Working in an environment with remote teams
• Experience of Salesforce/CRM systems
• IT literacy and demonstrable commitment to continuous improvement of the Customer Experience 

What do you get in return? 

• 25 days annual leave rising to 30
• 5% pension after probation
• State of the art city centre offices
• Access to a range of benefits via My Benefits World
• Discounted city centre parking
• Free fruit delivered to the office weekly
• Free breakfast cereals
• Free soft and hot drinks
• Free eye care cover
• Free Westfield Health cover
• Life Assurance
• Cycle to Work Scheme
• Referral Scheme
• Season Ticket Loan
• EAP (Employee assistance programme)
• Paid for monthly nights out
• Access to an extensive Learning and Development menu