Job Title: Customer Service Advisor Supermarket - Widnes Job Description The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services. Essential Functions/Core Responsibilities Call and Work Order Management: Prioritize and manage inbound calls and escalated work orders efficiently. Demonstrate a basic understanding of facilities management processes and terminology. Manage end-to-end work order escalations, including ETA queries and outbound calls to suppliers for updates. System Navigation: Utilize technology and navigate systems such as Verisae and FM Core (training will be provided) to log and track work orders. Identify and address work order updates not already identified at Level 0. Escalation Handling: Assess urgency and risk of site and supplier escalations and escalate to Level 2 as needed, especially for critical trade, health and safety matters, or major incidents. Support the updating of all impacted stakeholders regarding escalations and resolutions. Reactive Work Order Management: Manage all reactive inbound escalated work orders, including requests for linked work orders. Reassign work orders to alternative contractors as required. Conduct root cause analysis (RCAs) and report weekly on associated errors to drive proactive resolutions. What we are looking for: Basic understanding of facilities management and retail operations. Strong organizational skills with the ability to prioritize calls and workload effectively. Proficient in technology and capable of navigating various systems (training will be provided). Excellent communication skills, both verbal and written. Ability to multi-task in a fast-paced environment and adapt to changing priorities. Career Framework Role Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels. Supplemental Geographical Information RECRUITER ENTER THE APPLICABLE LANGUAGE: GERMANY - This job description does not apply to employees in Germany. UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION PHILIPPINES Minimum of two years of college education. No prior call center experience is required Ability to think clearly and can explain simple issues effectively, both written and verbally INDIA Ability to effectively communicate, both written and verbally Listen attentively to customer needs and concerns; demonstrate empathy Clarify customer requirements; probe for and confirm understanding of requirements or problem Confirm customer understanding of the solution and provide additional customer education as needed Ability to learn including strong problem solving skills Demonstrate strong probing and problem solving skills Should be able to handle complex queries Should be able to resolve customer queries independently Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic. Location: GBR Widnes Sainsbury's Widnes Call Centre, Royal Avenue Language Requirements: Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents R1540502