Customer Service Advisor

6 months ago

Cardiff, United Kingdom Amber Full time

**Description**:
Amber is an award winning, fast-growing, vibrant business on a mission to fix utilities, save the planet and make people happy. Here at Amber, we’re a small team who work very closely together to deliver excellent service to our B2B clients.

You’ll be the key point of contact for a number of our SME customers who have queries that need immediate attention. You’ll be an excellent communicator who is able to simplify complex matters by taking a logical approach and ensuring they receive first class customer service. You’ll lead by example, taking accountability for their issue and working with internal and external stakeholders to achieve a swift resolution.

**What will you be doing?**:

- Recording and responding to queries using Salesforce Complaint management and escalating where necessary
- Collaborating with your direct, indirect colleagues and key stakeholders to promote excellent customer service
- Meeting business and team targets which excel customer satisfaction scores
- Ensure service levels and satisfaction are not only met, but exceeded at every stage of the customer journey
- Your focus will be on delivering outstanding customer experience and you’ll be committed to working as needed to meet the needs of both the customer base, both current and in the future

**What does good look like?**:
**_
Essential:_**
- Exposure to customer contact via multichannel
- Excellent verbal and written communication skills across varying levels in an organisation
- Strong organisational skills
- Understanding the customer mind-set, acting as a customer advocate
- Ability to positively challenge the status quo, improve processes and ways of working
- Able to size problems, communicate them really clearly and help prioritise
- A 'can do' attitude, collaborative approach, critical thinking and problem-solving skills
- Ability to manage multiple queries and work effectively under the pressure of time constraints in a fast-paced, collaborative environment

**_Desirable:_**
- Experience working in the utilities sector
- B2B customer service
- Good general business acumen and commercial awareness
- Experience in the effective use of CRM software, preferably Salesforce

**Why Choose Amber?**:
Joining an incredible group of people, all on a journey to save the planet, why not? But reallythe biggest reason people choose stay at Amber is down to our culture. We have a friendly, informal and relaxed culture, where you are encouraged to bring your true self to work day in, day out. We offer a flexible working environment meaning, you can work where, when and how you want to. We focus on output above everything else. Aside from this, we do also have our competitive benefits packageand not forgetting that we do have an unbeatable view from our Cardiff City Centre office, featuring a fully stocked bar, pool table and lots of plants
- Private medical care
- Birthday day off
- Income protection
- Monthly, quarterly and annual social events
- Enhanced primary and secondary caregiver scheme
- Loyalty vouchers

**About Amber**:
Amber grew from the belief that the utilities industry was ready for change. That businesses being overcharged and underserved by their consultants deserved better.

So we dedicated ourselves to providing a genuine alternative - and set about becoming a partner businesses could trust to look after their best interests.

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