Customer Service Advisor - Part Time and Full Time Opportunities

Job description

Customer Service Advisor - Part Time and Full Time Opportunities

Transcom is a global employer in an industry that depends upon strong, resourceful, talented people. In return for commitment, hard work and talent we offer competitive salaries and benefits, high quality training and opportunities to forge a career in a progressive, client focused business.

We value independent thinking and individual effort, but even more, we value team work. Transcom people put our clients and our business first, take responsibility for their actions and are as concerned for their colleague’s success as for their own.

Transcom is a results focused company. Your progress will be determined by your talent and your contribution to the success of your team and our business

The Role

The Customer Service Advisor is responsible for providing Telephone Customer Service functions and also Web Chat functions.

The role holder will need to demonstrate a high degree of flexibility, to service a variety of clients with differing needs, between the hours of 8am and 10pm Monday to Sunday.

Responsibilities

• The position requires high effectiveness and high quality business execution, including but not restricted to the following key focus areas:
• The main brief is to provide experience, knowledge and skills to deliver great Customer Service.
• The Customer Service Advisor will answer queries and questions on inbound calls and via Web Chat and provide customer service functions whilst meeting or exceeding KPI’s and targets.
• Responsible for maintaining the appropriate records of all discussions on the relevant client and systems, in line with current procedures.
• Responsible for answering queries raised by customers, in a timely manner and escalating if appropriate to Team Leader.
• Responsible for handling inbound and outbound telephone calls.
• Administrative tasks include associated back office tasks.
• Actively participates in training and be responsible for their own personal development plan.
• Ensure that all company policies and processes are followed at all times, to guarantee accurate, objective and polite conduct.
• Ensure that they act within all laws and regulations that apply to this industry.
• Additional responsibilities may be added, as the needs of the business change and expand.

To qualify for this role you must have:

• Outstanding written skills,
• The ability to multi-task while providing the best Customer Service,
• Excellent verbal communication skills,
• The confidence and ability to upsell and promote products and services on behalf of our Clients.
• Have previous experience of working in a high volume environment,
• Have excellent keyboard skills.
• Have previous experience of working in a performance driven environment,
• Be able to analyse results and make decisions based on facts and figures,
• Take ownership for quality, competence, and result.
• (Web Chat experience would be advantageous but is not essential as training can be given if necessary).

To be successful in this role you should:

• Have excellent communication skills.
• The ability to work well under pressure.
• Provide attention to detail.
• Be Customer Service orientated.
• Be proactive.
• Be highly flexible and welcome change/improvements.