Customer Support Advisor - SKY- City Centre

Job description

Role Title:

CUSTOMER SUPPORT ADVISOR (CSA)

CSA are the first line contact with the client`s customers and Firstsource recognises the importance of each CSA delivering a high quality service to support the client`s brand and reflect the values of both our organisations. To deliver an exceptional, commercially focused and professional customer experience by responding to inbound technical support queries from customers. CSAs will form part of the Operational Team handling customer support queries.
Location:
The successful candidate will be based at our delivery centres in Belfast.
Reporting relationships:
The jobholder will report to a Team Leader.
Job Purpose:
-Provide solutions to all issues raised by customers during the one to one conversation in so far as the CSA is able.
-Deliver outstanding service by taking ownership of the customers` problems / queries and aim to provide an immediate solution
-Make decisions to resolve the customers` problems / queries based on their individual needs, and nature of problem.
-Escalate technical issues to the relevant support group and follow through where necessary
-Handle customer objections and manage their expectations.
-Assist other team members to resolve customer problems / queries.
-Update relevant information accurately into the client`s systems.
-Lead by example, be approachable, and demonstrate a "can do" attitude, to develop a team working culture to help us achieve the best results.
-Undertake outbound calls for follow-up where required.
-Work to targets (e.g. quality of handling customer contacts); manage own time and prioritise tasks to meet and exceed these targets.
-Escalate issues to line manager where appropriate.
-Upsell and offer client products to customers to add value

The person:
Experience/Skills & Personal Qualities:
-Minimum six months hands-on experience of working in a contact centre environment is desirable, but experience of dealing with customers in other demanding environments (e.g. retail. leisure, etc) would also be applicable.
-Excellent telephone manner and / or experience of dealing with customers face to face.
-Basic PC literacy.
-Results driven and commercially aware.
-Excellent verbal communication skills; good listener who is able to understand and identify customer needs whilst delivering exceptional service.
-Conscientious and reliable individual who is self motivated.
-Friendly personality shows confidence and pride in delivering excellent service.
-Open and trustworthy.
-Enthusiastic with positive attitude to work and a logical approach to problem solving.
-Keen for self-development and personal
-Flexible and embraces change.

THE PACKAGE
Salary: £13,936 annualy
Hours of work: Average working week for Customer Support Advisor is 40 hrs. We offer a number for different full time shifts.
Holidays: 29 days including 8 public holidays.
Pension: Auto-enrolment
Business operational hours are 7am to 11pm seven days a week; you will be expected to have a degree of flexibility within these hours