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Paterson Recruitment
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Oxford, Oxfordshire
Customer Service Advisor
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Contract Type: Contract |
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Salary: £9.55 - £11.41 Hour |
Overview
Customer Service Advisor My client requires a Customer Service Advisor to join their team on a 10 week assignment, in their Oxford city centre offices. Job Purpose:- To be the first point of contact for people contacting the organisation with enquiries about the services provided via telephone, email, webchat, social media and face-to-face. Responsible for dealing with the enquiries with a friendly manner, and for creating a positive impression of the organisation by using your knowledge of our services to get the best possible outcomes for our customers. Job Responsibilities:- To provide office and financial support to the team, including:- Answering customers enquiries by phone, using a headset and laptop, email, webchat, social media and face-to-face. Looking up information for customers on computers and either resolving their enquiries or providing them with other sources of information as necessary. Searching, reading and entering customer details and enquiries into a range of database systems. Using Microsoft Office products e.g. Outlook and Word. Dealing tactfully with complaints and escalating customer complaints appropriately; passing relevant feedback to managers to improve service delivery. Advising customers about their eligibility for a range of services. Operating appointment booking systems. Processing payments including refunds and end of day reconciliation. Ability to work as part of a team to deliver the best outcomes for customers; deliver team aims and objectives e.g. to meet the required customer service standards as specified in service level agreements. Ability to make independent decision and identify when to refer complex enquiries to relevant specialists and other teams within the organisation. The successful candidate will have: English Language and Mathematics GCSE Grade C or above, or equivalent, or comparable ability. A genuine interest in helping people with the ability to actively listen to customers and to communicate clearly and openly to establish needs, inform and instruct using a range of channels including telephone, email, webchat, social media and face to face. Good administrative and ICT skills with the ability to prioritise workloads and process information accurately and in a methodical and organised way using a range of computer applications and information databases. Previous customer services experience or a view on what excellent customer service is.