Customer Service Advisor
Central London

About the Role

Customer Care Agent - Central London - Start Date - Monday 9th August 2021 


RESPONSIBILITIES

  • Provide first line response and be the point of contact for all customer queries
  • Own and drive resolution over the Phone, via Email and Chat with internal and external customers Respond to all inbound contacts adhering to set targets (daily, weekly and monthly)
  • Analyse contact drivers to fully understand our customer needs
  • Achieve top quality Customer Satisfaction/Quality scores
  • Update all system notes at the end of the customer interaction ensuring they meet the department’s required standards
  • Adhere to the Complaints management process, and adopt a proactive approach to problem solving in order to prevent escalations
  • Review continuously FAQs and update when necessary
  • Provide translations and update standard responses
  • Demonstrate role model behaviours by engaging and supporting your colleagues to create a respectful and positive working environment
  • Adopt a professional manner in all interactions with internal and external customers
  • Ensure compliance with all applicable regulations. This will include but is not limited to all GDPR guidelines
  • Assist line manager with additional requested tasks

LANGUAGE CAPABILITY

  • Must have strong written communication skills in English to understand and respond to customer issues.

SKILLS AND ABILITIES

  • Computer literate in all Microsoft packages
  • Organised, with high sense of priority
  • Good levels of numeracy, accuracy and attention to detail
  • Strong work ethic, can work independently and as part of a team
  • Passionate for our brand and customer service
  • Excellent interpersonal skills and the ability to build and maintain strong relationships

BENEFITS

  • Permanent contract
  • Competitive compensation package including performance bonus and pension scheme
  • Paid annual leave
  • Paid time-off to volunteer for a good cause
  • 30% employee discount 
 
For everyone’s safety, our recruitment process is now fully conducted virtually; therefore, you will need access to a computer with a webcam and secure Wi-Fi network to go through the selection process.

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