Customer Service Advisor

3 days ago


Derry, United Kingdom Firstsource Solutions UK LTD Full time

**Customer Service Advisor - In partnership with Giff Gaff**

**Hybrid - Local to Derry (Training will be onsite)**

**37.5 hours/week - £11.55 per hour**

**Availability: Monday - Sunday between 8am and 11pm**

As a Member Services Agent, you will be working directly for Firstsource in collaboration with Giffgaff. You will assist Giffgaff members with any problems or questions they may have. This can involve queries about an account, all things mobile, tech related queries and completely random questions

Members contact agents using our Ask an Agent forum, located on the Giffgaff website, and an agent replies in writing to our members. You will be expected to provide the kind of excellent experience you would expect from Giffgaff, addressing each member’s query, finding the best possible resolution and providing a unique response that is tailored to every member’s needs. This requires a high level of empathy, the ability to use investigative skills and the confidence to think outside the box to find the Giffgaff way of solving a problem

**Reporting relationships**:

- You will have a very helpful and supportive Team Leader

Minimum Requirements for Hiring:

- Minimum required score in the General Aptitude test - Typing speed of 35 wpm with 85% accuracy
- English - the ability to write with structure and expression
- Should be able to speak fluently in conversational English
- Familiarity with Windows 7, Internet Explorer 8 and Google Chrome
- Willingness to work split shifts and during holidays/weekends

**Here’s what you will need to get the job done**:

- A firm belief in the Giffgaff way of doing things
- The ability to investigate and question an issue in order to get to the bottom of things
- Excellent writing skills, formatting responses both clearly & concisely
- The confidence to think and make decisions independently with belief in your own judgement
- The ability to work with and support those around you.
- The ability to communicate well and explain complicated situations in a way that anyone can understand
- To be able to deliver outstanding Member service by taking ownership of queries and aspiring to resolve each Contact first time (except where specified in the Operational Procedures).
- Good level of flexibility in working hours (availability with 8am-11pm, 7 days/ week)
- A Grade C or above in English and Math’s at a GCSE level (or equivalent)

**Desirables**:

- An extensive knowledge about Giffgaff as a company
- Knowledge of the ins and outs of Services provided & Plans offered
- Previous experience of being active on the Giffgaff forum, and having a lot of experience helping other members
- Experience in working in a customer service focused environment

**Job Types**: Full-time, Permanent

Pay: £11.55 per hour

**Benefits**:

- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
- Private medical insurance
- Referral programme
- Store discount

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Derry: reliably commute or plan to relocate before starting work (required)

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person



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