Customer Service Advisor

3 weeks ago

Portsmouth, United Kingdom Search Consultancy Full time

Customer Service Advisors Portsmouth - £ 23,000 pa
Hybrid 3 days - Office 2 Days homeworking
Hours: 37 hours per week, working a pattern which covers 8am to 8pm Monday to Friday, and Saturday 8am to 4pm (day off during the week when you work a Saturday).
Late Shifts & Saturdays worked from home
The Role
This is an opportunity for the position of Customer Service Advisor,, reporting to a Customer Service Team Manager. We are looking for a great team player who works well in a team or on their own, is not afraid to join in and embraces our culture looking aftereach other, keeping our customers safe and warm, and getting it right first time.
Key responsibilities will include:

- Delivering an excellent level of customer service and be dedicated to keeping our customers safe and warm.
- Respond to customer contact across our contact channels, not just telephone.
- Deal with a variety of customer contact covering all areas of the business and work streams.
- Ensure we get it right first time when a customer contacts us and are logging contact received to best understand where customer trends, patterns and improvements can be found.
- Processing and managing customer dissatisfaction.
- Generating work order requests for engineer visits and updating customer relationship management system.
- Achieving KPIs on an individual level, which feed into the wider team and department?
What we are looking for
- A passion in customer service and getting it right first time for our customers, recognising that no two customers are the same.
- Proven experience in managing customer expectations and problem solving.
- A neat and accurate worker, as well as being able to multitask.
- Computer literate; being competent in Microsoft software packages such as Teams, Outlook, Word, and Excel.
- Be able to communicate clearly and effectively with internal and external stakeholders and customers.
- Be able to respond quickly to changing customer contact and expectation.
- Have a flexible approach to working as we may ask you to work outside of your normal working pattern to support shift rotations, or provide support either in the office or onsite for our gas emergency incidents

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