Business Customer Services Advisor - Greenock

Business Customer Services Advisor

£Competitive + benefits

Greenock

The job:

To act as main point of contact for our customers, you’ll handle queries quickly and efficiently, and provide a brilliant customer service.

As a BCSR you will be responsible for the quality of customer contact/ interaction ensuring the best possible customer service experience and positive impact on the customer retention. Resolve complex customer queries and problems within set procedures in order to meet the customer’s expectations.

You will be responsible for ensuring we achieve the best possible customer satisfaction, loyalty and revenue, and making sure that our customers get the best experience from our services. You’ll also need to make full use of our training and internal communications to develop and use your knowledge of products, services, policies and processes.

What you’ll do:

• Take calls and responding to all forms of contact from customers with a whole range of queries; establish the customers’ needs by using their expertise to diagnose and resolving problems.
• By using questioning and listening skills to make a judgment on the best solution or action to the customers query/issue whilst operating within the company guidelines and legislative requirements you will serve the needs of the customers and provide an excellent customer experience.
• Be accountable for the timely and accurate resolution of customer’s problems at the first point of contact; within agreed service levels, targets and objective.
• Be proactive and proficient in promoting Everything Everywhere products, services and solutions at all times.
• Have a good operational knowledge of appropriate systems, policies and processes.
• Raise incidents to third line support, where appropriate accurately providing all relevant and necessary information.
• Ensure all accounts identified as high-risk accounts are closely monitored and actioned promptly.

You’ll definitely:

• Experience in customer services.
• Track record of delivering results.
• Extremely customer orientated.
• Be reliable and proactive.
• Have an aptitude for technology and technical problems.
• Highly computer literate.
• Commitment to resolving customer complaints.
• Knowledge of Everything Everywhere products and services.
• Good telephone manner.
• Good listening, numerical, interpersonal and communication skills.
• Team Player.

You might even:

• Experience in the telecommunications or mobile industry.
• Experience of working in a contact centre environment.
• Educated to GCSE level or equivalent with English and Mathematics.