Customer Service Representative
3 weeks ago
Customer Contact Advisor (Late Afternoons/Evenings)
Salary: Competitive pro rata
Location: Remote
Hours Per Week: 25
Shift Pattern: Monday to Friday 4pm - 9pm
At Norse Group, a leading provider of Facilities Management services, we are looking for a dedicated Contact Centre Advisor to join our team. This role is essential in delivering exceptional customer service support within our Facilities Management division.
Our contact centre operates around the clock, ensuring that we provide comprehensive customer support to all clients, including both residential and commercial properties.
Key Responsibilities:
- Efficiently handle, process, and resolve all incoming telephone calls and email inquiries in a professional and clear manner.
- Assess the urgency of emergencies and escalate as necessary.
- Accurately log all inquiries into our specialized database and maintain updated records.
- Adhere to standard operating procedures while documenting all relevant information.
- Manage lone worker protocols, ensuring that any missed calls are promptly escalated.
- Perform general administrative tasks as required.
- Flexibility to support the business during peak times, including adverse weather conditions or unexpected surges in call volume, as well as during holidays and weekends.
Required Skills and Experience:
- Proficient in Microsoft Office and possess strong computer skills.
- Familiarity with operational practices relevant to Facilities Management.
- Excellent interpersonal and communication skills, demonstrating professionalism and courtesy.
- Strong customer service abilities, with a confident and assertive approach while maintaining confidentiality and discretion.
- Highly organized, methodical, and adaptable, with exceptional problem-solving capabilities.
- Ability to work effectively under pressure, prioritizing tasks with accuracy and attention to detail.
- Proactive and decisive, capable of taking initiative.
- Comfortable working independently as well as collaboratively within a team.
Our Offer:
We provide our employees with a comprehensive benefits package, including a company pension scheme and annual leave, alongside various local perks and opportunities for career advancement within a national organization.
We are committed to fostering a diverse workplace that promotes equality and eliminates discrimination.
Please note that we reserve the right to close this vacancy once we have received a sufficient number of applications.
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