Customer Service Advisor

Contact Centre Advisor/ Customer Service Advisor REPORTING TO: - Contact Centre Supervisor MAIN PURPOSE OF ROLE: -
• To answer incoming calls and make outgoing calls to existing and new customers.
• Booking Surveyors and Service Engineers for appointments.
• Meet targets (including call answering, lead generation, booking activity, and contact quality) for the inbound area. MAIN DUTIES: -
• To effectively handle and manage incoming calls, delivering an excellent customer experience to new and existing customers.
• To effectively manage and make outgoing calls, whilst meeting and exceeding targets in accordance with the business's needs.
• Updating customer information onto the business database.
• Document all call information according to standard operating procedures.
• Provide accurate, valid, and complete information by using the right methods/tools.
• To abide by all statutory requirements including those relating to health and safety
• Record and book affiliate/passive lead sources.
• Complaint Handling
• Multi-tasking between calls. KNOWLEDGE & SKILL: -
• Proficient in relevant computer applications
• Knowledge of customer service principles and practices
• Knowledge of call centre phone systems.
• Some experience in a call centre or customer service environment
• Good data entry and typing skills
• Knowledge of administration and clerical processes Essential requirements
• Ability to communicate effectively with internal and external personnel
• Strong phone contact handling skills and active listening.
• Good data entry and typing skills.
• Computer literate and knowledge of windows-based programs.
• Ability to work on own or in team environment.
• Flexibility for shift patterns Desirable requirements
• Previous experience in a contact centre environment. COMPETENCIES: -
• Professional communication skills
• Adaptability
• Ability to work under pressure
• High energy level PERSONAL ABILITIES: - - Ambition - Bubbly and outgoing personality. - Confidence - Time Management - Good Communication skills

Similar searches: Permanent, Full Time, Customer Services, Norwich