Customer Service/ Call centre Advisors.

Duration: 6 months contract with potential for extension
Hours: Full time 35 hours per week - 1 day at the weekend every other week.
Location: Cumbernauld - 100% office based including training.
Pay Rate: 12.21per hour
Hours: Shifts from 7am until 11pm - Shifts will be delegated 6 weeks in Advance - Weekend work will be required, this will be every second weekend, only 1 day at the weekend.
Start dates: April 7th of April 2025

Job Description Summary

Provide customer support to consumers via telephone and/or Internet, e.g., instant message, email. Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty, or billing/payment.

Skills & Experience Required:
* Excellent customer service skills that build high levels of customer satisfaction within a call centre or customer service-related job in a service industry.
* Excellent verbal and written communication skills
* Computer navigation and operation skills
* Demonstrates effective people skills and sensitivities when dealing with others
* Ability to work both independently and in a team environment

General Duties:
* Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues.
* Processes a high volume of consumer inquiries on products and services and resolves a targeted percentage of those inquiries.
* Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.
* When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
* Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
* Updates customer information and ensures accurate entry of contact information.
* Meets standards of job, such as quality standards, adherence to schedule and average handle time.
* May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.

Responds to a high volume of inquiries, questions and issues are predominantly routine but associate must be able to deviate from standard scripts and procedures as needed. Is able to effectively calm upset customers and end a negative situation positively. May coach and share information with professionals with less experience and/or expertise.

Education:
High school diploma or GED

Please apply with an up-to-date CV which must show evidence of the above to be considered. Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you.

Pontoon is an employment consultancy, we put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identifies, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

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