Customer Service Advisor

£24,500 - £26,000 + Great benefits

London (Monument is nearest tube station)

The Customer Excellence Team are committed to the delivery of exceptional customer service. We are looking for someone who loves working with customers, who enjoys working in a fast-paced team and who pride themselves on doing the best they can for each customer.

You will manage customers queries using all the means, systems and procedures put at your disposal to find the best possible solution for customers. Managing incoming and outgoing contacts via phone, emails, letters, chat, instant messaging, social media… to ensure full customer satisfaction always.

Your areas of responsibilities:

• Handling customer enquiries, listening to customers to service their needs, through a thorough discovery of the customer requirements showing empathy.
• Reassuring customers and adapting communication per the correspondent’s profile
• Gathering and summarising information to complete the customer file and qualify call
• Investigating non-conforming processes to resolve complaints and reduce future errors.
• Responding to general enquiries and feedback through our website and via review platforms including Trust Pilot and Google reviews.
• The ability to handle multiple and varied tasks
• Those with contact centre experience, managing high volumes of calls and chats. 60-65 chats per day, similar number in call volumes
• Approachable, polite, courteous, and respectful to colleagues
• Organised with excellent time management skills
• Knowledge of Zendesk, live chat, Microsoft Word and Excel is a plus
• Ability to build a rapport with customers and colleagues across the business and its brands

Essential:

• Excellent written and verbal communication skills
• Organised, methodical, with high attention to detail.
• Excellent planning and time management skills.
• A background in customer services, customer experience or complex service support is desirable.
• Good IT skills, able to use multiple systems and processes while dealing with complex customer issues.

Benefits:

• Amazing offices with central London location with great links
• 25 days holiday + Bank Holidays
• Free Gym membership
• Season Ticket Loan
• Private Medical Insurance
• Pension (currently at statutory contributions)