Customer Care Advisor | Bristol | Permanent
Salary: £26,460
Location: Bristol
Hours: 40 Hours
Benefits and perks:
* Impressive holiday allowance that rises in line with your years of service.
* Additional day off for your birthday so you can celebrate in style.
* Death in Service allowance to ensure your loved ones are provided for in the event of tragedy.
* Spend those crucial moments with your new-born baby with our enhanced Maternity and Paternity leave.
* Complimentary day of annual leave to cherish unmissable family moments – could be graduation, first day of school or moving home.
* Look after your wellbeing with access to a health and wellness program.
* Make the most of ‘Medicash Perks at Work’ – a tool for CitySprint colleagues to enjoy a variety of high-street discounts and rewards.
* Our ride to work scheme means you can keep fit while saving money – what’s not to like?
* Travel for cheaper with interest free season ticket loans (available after a year’s service).
CitySprint is on a fast track to become the UK’s leading courier services provider, with current market domination of the same day service areas already.
Through regular investment in our people, our service offering, and our customer proposition, we are paving the way for courier services to be more intuitive, more capable, and more responsive to our customers’ needs than ever before!
This is where YOU come in!
CitySprint has an exciting opportunity for a Customer Care Advisor.
As a Customer Care Advisor, you will manage customer queries and complaints across all channels (call, email, chat, or social media), aiming for first-contact resolution. You will handle complaints, query resolution, account admin, support, and social media, ensuring our CRM system is updated for root cause analysis. Collaboration with internal and external stakeholders will be key to supporting a high-quality customer care team.
The main responsibilities within the Customer Care Advisor role are:
* Answer phone lines promptly and professionally.
* Monitor the email group(s) using proactive, solution-oriented decisions.
* Maintain a professional and courteous approach with other areas of the business, including colleagues, couriers, and third-party agents.
* Regular quality call & email monitoring – achieving a minimum standard of 85%.
* Any other ad-hoc duties which are reasonably expected in line with the CSA role.
* Handle escalations in line with protocol and handover processes to the Supervisor.
The ideal candidate will demonstrate the following:
* Strong verbal & written communication skills, with excellent attention to detail.
* Ability to build successful/strong stakeholder relationships across all functions whilst maintaining a positive ‘can do’ attitude.
* Remain objective, actively troubleshoot and pursue solutions when issues/problems occur.
* Ability to reprioritise tasks/workload in line with changing business needs.
* Proven proficiency in creating, analysing, and disseminating clear and concise reports with context.
If this Customer Care Advisor role sounds like you, we really want to hear from you!
The successful candidate will be required to undergo a DBS check as part of the recruitment process. Conditional job offers are subject to a satisfactory DBS check.
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