Customer Service Advisor

Role Overview

• Ensure customer issues and concerns are answered efficiently and effectively.
• Coach others and support the resolution of escalated complaints.
• Achieve customer and client KPI targets.
• Deliver excellent customer experience.
• Respond to contacts from internal & external customers.
• Accurately capture data and enter it on relevant systems.
• Mentor and support team members to improve satisfaction and efficiency metrics.

Requirements

• Ensures customer issues and concerns are answered efficiently and effectively.
• More experienced Advisors may coach others and support the resolution of escalated complaints in accordance with business, policy and legal requirements.
• Achieve customer and client KPI targets in relation to all contacts received via multiple channels working within the requirements of data protection legislation.
• Deliver an excellent customer experience by providing a customer-focused, right first-time service, managing any customer complaints to a satisfactory conclusion.
• Respond to all contacts from both internal & external customers made via all available channels.
• Accurately capture data and enter it on to the relevant systems.
• Support the Team Leader by mentoring and supporting team members to improve customer satisfaction and efficiency metrics within the business area.