TEMP-PERM CUSTOMER SERVICE ADVISOR

Customer Service Advisor

Location: London, NW

Hours: Full-time 40 hours (shifts between 7am & 10pm Monday - Sunday)

Contract: Temporary to Permanent

Pay Rate: £12.25 per hour (equivalent to £25,480 per annum)

About our client:

Our client is an outsourcing contact centre in partnership with some very well-known brands across multiple industries, including retail, technology, automotive, charity services, financial services, and government bodies. Our client takes customer engagement very seriously, fulfilling all service level agreements and expectations set by their affiliates and is regulated by the Financial Conduct Authority, ensuring compliance across all customer interactions.

Main Responsibilities of the role:

1. Provide top-tier service on all inbound interactions with customers over the telephone and email, and when responding to raised tickets.
2. Remain adaptable to changes in pace and priorities, working well under pressure towards achieving Service Level Agreements and Key Performance Indicators.
3. General conflict resolution when handling any customer complaints through great service, professionalism, empathy, and conflict resolution leading to a positive outcome.
4. Ability to follow scripts and call flows with accuracy and care to remain compliant and follow industry standard regulations.
5. Use various systems and web-based computer systems to report any customer engagement accurately and meticulously.

Skills required for a successful application:

1. Flexible and reliable, supporting team members through strong individual performance.
2. Excellent telephone manner and strong written communication skills.
3. Good interpersonal skills to deal with people at all levels.
4. Outstanding customer service skills with an understanding of customer perspectives.
5. Logical thinking to provide solutions to problems.
6. Successful candidates must speak English fluently with an understanding of Native Dialects.
7. A friendly, professional, and vibrant personality with a positive attitude.
8. Proven track record within an inbound call centre environment.
9. Previous customer service experience.
10. Good numeracy and IT skills.