Customer Service Adviser (Telephony)
What you'll be doing:
* As our customer's first point of contact, you will be the friendly voice of the company, providing exceptional customer service, troubleshooting, through our telephony and digital support channels
* You will support outbound calls to our clients, supporting them with actioning requests, updating information and giving support.
* After a period of time, you'll move to our inbound calls and support a varied number of queries.
* You will receive, listen and promptly respond to customers queries using your expertise, creativity, and passion to meet their needs
* Utilise your digital expertise to support in driving customer adoption and speed of response in driving right first-time resolution
* Maintain experienced knowledge and awareness of the market we operate in, keeping up to date with digital marketplace ensuring expertise are translated into creative solutions
* Championing the Customer by providing valuable feedback to support continuous improvement through route-cause analysis and tracking general patterns
* Reporting issues to IT to reduce failure demand as quickly as possible
* Support our customers in becoming Digital Adopters, being an advocate of our systems
To be successful in this role you will need: (minimum experience/requirements)
* Proven experience in a customer service role, and can take responsibility for the customer's experience including comprehensive issue resolution
* Digitally savvy, comfortable supporting customers on the phone with strong digital literacy and knowledge
* Excellent verbal and written communication skills and ability to influence key partners
* Very good problem-solving skills - when presented with a customer request can find a solution calmly and optimally
* Excellent organisational skills - has an ability to multitask and sort large amounts of information, record, track and document with detail and accuracy
* Great teammate who is self-motivated and has the ability to work independently in a fast-paced, constantly evolving digital environment