Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK Req #853
22 October 2024
Title: Customer Support Advisor
Department: Operations
Location: Sheffield
Full Time, Permanent
Line manager: Operations Manager
Role overview:
Providing customer support for our customers via all channels including email, phone, and webchat. Building a strong rapport with customers and giving them a voice by feeding their experiences and feedback to the rest of the business. Key to this role is ensuring we meet agreed SLA’s (Service level agreements) and deadlines; the role will be varied and cover a wide range of tasks.
Key responsibilities:
* Effectively handle, manage, resolve, and log customer contacts received through a range of customer support channels in a timely and professional manner.
* Liaise with other internal and external partners to ensure issues are resolved and ensure a smooth transaction for our customers.
* Take ownership, managing, investigating, resolving, and logging customer contacts and enquiries.
* Meet all SLAs for transactional and subscriptions customers, and be willing to work as deemed necessary to ensure all SLAs are met in line with company policies.
* Provide technical support and assistance to customers throughout their contract lifetime.
* Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
* Work effectively as a team and autonomously.
* Support customers with help requests, technical issues, complaints, suggestions, and praise received through a range of customer support channels.
* Be able to communicate effectively and listen to a customer’s specific situation and needs.
* Process advert requests and queries from our customer base.
* Have strong, up-to-date product knowledge across the Tes brands to advise and add value to customers' experience and encourage engagement.
* Follow escalation procedures for technical and product development issues, liaising with internal and external partners.
* Assist other areas of the Operations department when necessary due to demand.
* Weekend work may be required on an ad hoc basis during peak seasonal times which will be provided back as time in lieu.
What will you need to succeed?
* Proven experience in effectively communicating with customers, clients, or similar.
* Strong comprehension skills and attention to detail to ensure customer contacts are read and interpreted correctly.
* Collaborative approach and the ability to build internal relationships both within the team and the wider business.
* Ability to take initiative, be self-motivating, and act proactively.
* Working within a multi-skilled environment.
* Have a very positive work attitude including flexibility and willingness to work.
* Initiative and ability to make informed decisions within the remit of their role.
* Customer service experience; handling calls and emails, delivering excellent customer service.
* Management of customer complaints.
* Working in a high-volume environment to meet customer expectations.
* Working in an environment with remote teams.
What Do You Get in Return?
* 25 days of annual leave, increasing to 30 days.
* State-of-the-art city centre offices.
* Access to My Benefits World.
* Discounted city centre parking.
* Free fruit delivered weekly to the office.
* Complimentary breakfast cereals and hot/soft drinks.
* Free eye care cover.
* Free Westfield Health cover.
* Life assurance.
* Cycle to Work Scheme.
* Season ticket loan.
* Employee Assistance Programme (EAP).
* Monthly paid-for social events.
* Extensive Learning and Development opportunities.
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