Customer Service Advisor Permanent Job in Chester
Category: Customer Service
Location: Chester
Salary: 8.50 Euro p/h – 9.00 p/h (after the probation period)
Closing Date: October 11th 2019 at 12:00 pm
Job Description
If you are passionate about delivering brilliant customer service and want to excel in doing so, then this is the right opportunity for you.
We need a person who is proficient in communication skills, whether on the phone, via email, web chat, or social media.
Your Role
You will be provided with all the tools and resources you need to succeed in this job, including first-class systems and tone of voice training to ensure that you are set up for success.
Skills
Skills we need include:
* Communication and engagement skills
* Methodical approach to tasks
* Good working knowledge of Microsoft applications and ability to learn internal systems quickly
* Excellent grasp of the English language in both written and verbal communication
* Great listening skills to understand customer inquiries
* Ability to analyze complicated information and provide appropriate solutions
* Accountability for own workload, including complex casework, and supporting colleagues where appropriate
Responsibilities
* Deliver good customer service when communicating with customers across various channels including voice, email, web chat, and social media
* Adapt communication style appropriately across different contact channels
* Take responsibility for resolving customer complaints and queries, including escalations
* Improve customer experience, ensuring responses are engaging, on brand, and striving to resolve issues on the first contact
* Accurately record customer feedback to provide insight and help improve services
* Case manage customer contacts, investigating and resolving as appropriate
* Ensure relevant stakeholders are updated as needed and build strong relationships with them
* Contribute to departmental achievement of service levels
* Deliver personal metrics and objectives, as agreed with your line manager
* Work as part of a team of experts to support customers and all areas of the M&S business
* Handle complex, escalated issues providing suitable resolutions for both customer and business
* Keep up to date with M&S products and services to provide accurate complaint resolution and support to colleagues
* Resolve customer complaints and queries including food, clothing, and home contacts
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