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FirstGroup
,
Sheffield, South Yorkshire
Customer Support Team Advisor
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Job Type: Full-time |
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Salary: £19,000 per annum |
Overview
We are looking for a Customer Support Team Advisor to join our team in Sheffield As one of our Customer Advisors, you will provide support to customers' transaction requests, through a range of inbound and outbound communication channels, within agreed time scales and in an appropriate manner. Our advisors are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling. Your role will be key in enabling our Customer Support Team to meet team and departmental objectives and to effectively address issues for our customers. Responsibilities Depending on your role, your day-to-day tasks may include: • Working with a wide range of colleagues to deliver exceptional customer service • Responding to calls, emails and web chat enquiries from customers and colleagues • Carrying out work to a level that meets both time and quality requirements • Updating customers' records on our Customer Relationship Management system • Advising customers and colleagues by explaining products and procedures, answering questions and providing information • Working with colleagues across our businesses to provide continuous improvement feedback on the causes of any customer issues • Dealing with customer orders, payments, refunds, enquiries or complaints • Carrying out market research via phone calls or internet research • Determining customer eligibility for services by comparing records and requirements • Maintaining our systems and equipment by reporting any problems • Achieving performance objectives while adhering to standards and guidelines • Updating relevant knowledge by participating in training • Using a computer and associated applications confidently Knowledge and skills • Excellent verbal communication skills • Good comprehension of English and ability to write English quickly, concisely and effectively • Capacity to communicate effectively using all forms of media • Active listening skills • Skills in systems usage and data entry • Confident in identifying and highlighting issues identified while carrying out duties • Ability to learn and apply policies • Knowledge gained by working in a customer support or contact centre environment • Excellent organisational skills coupled with the ability to prioritise work Person Specification Do you have a passion for delivering excellent customer service? Do you have an excellent telephone and social media manner? Are you thorough with good attention to detail? Empathy with other people's perspectives and the ability to work well with others? Patience and the ability to remain calm in challenging situations? Flexible in your approach to work with the ability to adapt to an ever-changing customer services environment? Apply now and join the team