Customer Service Advisors
England, West Midlands, Coventry - £8.00 per hour

Posted: 08/05/17

Description:
Customer Service Advisors
Coventry City Centre
£7.88 an hour - 36.5 hours
6 Month Contract

As Customer Advisor you will provide first class customer service and assistance to prospective and current customers prior to and during a large company's peak period across various channels, including telephone, email and social media. You will also be responsible for administrative support required for the project and when required.

Please note you must have the ability to work flexibly against a pre agreed rota to meet the needs of the business working 5 over 6 days, including one/ two late shifts until 10pm.

Main Duties and Responsibilities

*Participate in any training that is required to contribute in the project (including telephone, online and face to face interaction)
*Respond to inbound queries received from prospective customers across the country via various channels (Telephone, email, Social Media and Live Chat)
*Manage dedicated email and social media inboxes as required
*Make outbound telephone calls to customers if call backs are required
*Act as a first point of contact and take responsibility for all enquiries from beginning to end; identifying the needs of the customer to resolve specialist and general enquiries
*Manage customer support options via appointment booking with relevant services (face to face, call backs, live chat)
*Manage all interactions in a professional and efficient manner in line with required Quality Standards
*Log and track customer requests and enquiries in a courteous, efficient and timely manner via the call logging database
*Provide administrative and project support across the project and ensure all work is completed accurately and in a timely manner
*Provide assistance to prospective and returning customers with the accepting of offers
*Act as a positive role model to customers and promote customer care
*Comply with all safety requirements, work rules and regulations including Data Protection
*Participate as a key team player by supporting departments as needed
*Welcoming and directing customers to events under supervision
*Use knowledge gained to provide support during the main event taking telephone calls from prospective customers and recording details accurately on computer systems
*Provide Aftercare assistance to prospective customers and answer queries using scripts and documentation provided
*Undertake any relevant project work as and when required
*AND any other duties commensurate with the post

Experience required:

*Experience of business and/or customer awareness, developed through experience of working directly with the public in a customer facing role/ telephone based role: providing information, help and advice, dealing with face to face, email and telephone queries
*Working knowledge of Microsoft Office
*Effective literacy and two way oral communications skills
*Excellent customer service skills
*Attention to detail
*Ability to work under pressure and deal with areas of conflict
*Effective time keeping
*Friendly and helpful manner with a positive attitude
*Ability to communicate effectively and appropriately with people at all levels
*Work as part of team with staff and customers