Inbound Customer Contact Centre Agent

Smart, dependable, hardworking, motivated, passionate? Sound like you? Then we have an amazing opportunity for you a global company as a Customer Service Advisor.

As a customer service advisor, you will be handling customer queries from first contact.

Working in a fast-paced telephony environment, you will deliver exceptional customer service by taking the time to understand the needs of each customer and coming up with a solution that works for all.

Duties and responsibilities:

• Respond to client and customer enquiries received via email, live chats, social media, phone and voicemail.
• Keep accurate records of all customer interactions
• Become an expert on our clients service, features and capabilities to best educate our customers and encouraging them to self-serve.
• Display, show empathy in a professional way by establishing rapport with customer. Showing reasonable concern and support in every way possible to help. Practicing active listening without interrupting and reflective listening by paraphrasing.
• Act as a brand ambassador, solving our customers’ problems and charming them at the same time.
• Help to continue to develop the customer support offering through sharing knowledge, developing areas of specialisation, proposing improvements and delivering projects as required
• Raise requirements with Client Operations team to resolve problems with B2B sites.
• Raise tickets via the Service Desk that clearly articulate problems or issues experienced by our customers, allowing the Engineering team to effectively prioritise and resolve technical issues.
• Demonstrate a commercial awareness that allows the identification of a solution that is acceptable to the customer and allows our client to achieve its business goals.
• React quickly to new challenges, finding innovative solutions to problems and adapt as we continuously improve our service.
  
• Update status of open tickets regular to allow the production of accurate reporting.
• Represent the team internally to ensure that internal functions understand the role of Customer Support and are engaged in helping to deliver against the team’s targets.
  
• Identify areas for improvement and own the execution of changes to improve the delivery of the Customer Support function.
• Constantly ensuring that you are aware of product changes or processes relating to service.
• Ensuring company policies and processes are adhered to and followed.
• Build effective relationships with peers and Team Leaders to enhance team performance.

Experience and qualifications:

• Ability to prioritize and identify the severity of customer problems to support triaging
• Passionate about delivering consistently high customer experience, with a demonstrable track record in customer support
• An empathetic tone of voice and an ability to consistently apply guidelines to set a consistent tone in all customer communications, across a variety of contact channels
• Ability to explain complex or technical concepts using clear language that is tailored to the audience
• Track record of over-performing against targets
• Experience sharing knowledge across a team to improve the knowledge and performance of peers
• Confident working with new technologies and systems, with a focus on customer support tools
• Excellent written and oral communication skills
• A track record of identifying improvements, proposing solutions, and executing change
• Able to learn new concepts quickly, taking ownership of personal development and training
• Experience within a multi-channel customer support or contact centre environment preferred
• Previous experience in a high-demand customer-facing role
• Experience within a scale-up environment is useful