Contact Centre Advisor

Contact centre / Customer Service Advisor

(with potential to progress to a Customer Services Team Leader/Supervisor) Salary: £27,000 - £30, 000 per annum DOE

Permanent full-time office-based role

Based in Chessington, Surrey

Fantastic opportunity for a Customer Service Advisor to work for a well-established and highly successful organisation based in the Chessington area. This role offers the potential to move Into a Customer Services Team Leader/Supervisor role.

Key Responsibilities:

The Contact Centre Advisor / Customer Service Advisor will manager customer communications and provide a high quality of customer service. To handle customer enquires via incoming calls, post, email, and webchat in a friendly, prompt, accurate and sufficient manner. To efficiently manage general administrative tasks including banking records, updating customer accounts, and dealing with correspondence. The Advisor is in the front line of customer communication, a professional understanding of what makes first-class customer service is also important, as are flexibility, multi-tasking, and problem-solving skills.

• When speaking to a customer on the telephone, always be polite and professional; aiming to answer their query as quickly and efficiently as possible without making them feel rushed.
• All telephone calls are priority and should be answered as quickly as possible. Ensuring there is adequate phone cover when leaving the workstation for any reason.
• Ensure that all requests from the customer are actioned accurately and sufficiently.
• Raise awareness of repetitive complaints or potential problems, with the Customer Service Supervisor
• Inputting cheque and deposit payments into the sales system and producing debt recovery files.
• To work across other sections within Operations where workload, scheduling and skillsets require. These include but are not limited to order processing, payment processing, returns, and collating personalised items ready for packing as well as other general administrative tasks.
• A good understanding of the computer enquiry screens is required. To be fully conversant with the Customer Service menus and know how to quickly obtain the information needed.
• Raise awareness of repetitive complaints or potential problems, with the Customer Service Supervisor
• Be aware of and aim to meet the department’s targets.
• Sound understanding the company’s’ business and, in particular, all sections within Operations

Person Specification:

The ideal candidate will possess the following:

• A commitment to providing excellent customer service
• Excellent telephone manner
• Strong written and oral communication skills
• Attention to detail
• Focused and self-motivated
• Patient and tactful
• Enthusiastic team player
• Keen to learn
• Strong IT skills
• The ability to enter information and supply information quickly and accurately
• Good numeric skills and capable of multi-tasking
• 1-2 years’ experience of working in a call centre or in a customer facing role
• Stable work history

It is preferred that candidates live within an easily commutable distance from Chessington.