Customer Service Advisor

Customer Service Advisor

To be considered for this role, we require applicants to have passed their GCSE Maths and English or equivalent.

Location: Belfast, BT2 8GD

**Salary**: £9.90 - £10.75 per hour + Benefits

We’re seeking enthusiastic Customer Advisors to join HGS on a permanent basis. You will be joining a global award-winning organization with 60 centers spanning 12 countries. At HGS, we believe in empowering our people and giving them the tools to achieve success and achievement.

There are also back office / office support roles available within HGS Belfast.

Job purpose:
Critical Skills & Job Complexity

Unique Knowledge and Skills:

- Experience in customer service activity
- Problem-solving and complaint handling
- Negotiation and influencing
- Ability to embrace client brands and ‘Engage with Care’ to support HGS values
- Industry/competitor knowledge
- Ability to effectively interact with team members at all levels of the organisation
- Ability to work with/communicate effectively to internal and external clients

Duties and responsibilities:

- Building rapport with Premier Consumers to ensure consumer service excellence and to resolve consumers queries, problems or complaints.
- Meeting challenging targets for Quality of interaction and process follow through.
- To consistently meet all individual and team targets.
- Actively contribute in team meetings and share knowledge with colleagues to maximize knowledge retention within the project.
- To ensure the best Customer service experience is given to all customers.
- To achieve KPI’s (Key Performance Indicators) whilst maintaining excellent quality.
- To highlight trends in any customer queries or complaints.
- Ensuring that all consumer contact is handled in a professional manner in line with the client’s methodologies, values and principles - maximize all interactions to promote their Brand.

Core Competencies:

- Confident manner on phone- (making maximum impact).
- Excellent probing - Interviewing Skills (Asking the right questions at the right time - using question to control, (opening and closing) conversation).
- Complaint handling skills - ability to think on their feet (Knowing the process, matching needs).
- Solutions focused - (Knowing - when and how, gaining commitment).
- Customer driven - both Individual & Team.
- Excellent Communication & Interpersonal Skills - (Listening, voice, words, matching, rapport building).
- Commercial Acumen - ability to liaise with customers with empathy.
- Customer focus - customer service orientation, setting and managing expectations.
- Attention to Detail / Quality Orientation.
- Communication skills and Customer Service Focus.
- Passion for service excellence.
- Initiatives and Ideas for improvement.
- Planning and Organizing Workload / Work Management.
- Resilience and motivation.
- Teamwork.

Knowledge/Previous Experience & Skills Required:

- Proven previous experience in a customer service role (face to face or in a contact centre).
- GCSE Maths and English or equivalent
- Excellent PC & typing skills.
- Excellent written and verbal communication skills.
- Able to work in a team.
- Good attention to detail.
- Flexible to work shifts.

The hours of work will be within the following: Monday to Saturday between the times of 08.00 - 21.00 and Sunday between 09.00 - 18.00.

This vacancy should be interest to people searching for the following jobs: Customer Service, Customer Service Adviser, Customer Service Representative, Customer Service Rep, Customer Service Assistant, Customer Service Executive, Customer Service Advisor.