Customer Service Advisor
- eGOV Solutions Ltd
£27,000 - £30,000 a year + Bonuses
Customer Service Advisor is required to join a successful team. Customer Advisor is to guide and help our clients online to support a government education software platform for Looked After children. The post-holder will receive an attractive salary and the opportunity to achieve a target driven bonus based on successful outcomes, which are achieved by providing exceptional customer service to our clients using the system. This post involves Hybird Working 2/3 days a week in the office. Please do not apply if you don't have a minimum of 2 years of customer service experience.
Key Responsibilities:
- Mostly Making outbound calls to existing clients
- Take inbound calls from existing and new clients
- Comply with Data Protection and Confidentiality guidelines and other company policy and procedures
- Build and maintain expert knowledge in order to conduct the role
- Build and maintain good general knowledge of the full customer journey
- Build and maintain accurate client records
- Comply with company, legal and regulatory standards of conduct
- Share knowledge and best practice with team and group members and provide support as necessary
- Attend training courses arranged by the company online and onsite.
- Carry out any other duties within capabilities as required by the needs of the business.
- Sometimes travelling across the UK to meet clients.
- To develop a strong understanding of the product, competition, industry, marketing goals and objectives of each of your clients and enable them to grow.
- Consistently develop, maintain, and strengthen relationships with clients at appropriate levels through daily contact to ensure an excellent client relations
- Oversee the implementation of emails and strategies across platforms, from start to finish.
Key Experience: Minimum of 2 years working in a professional office environment
- Customer service experience.
Professional Conduct:
Customer Service Advisor will:
- have a strong Customer Service ethic
- have a positive and friendly telephone manner
- be able to adapt their telephone manner according to their clients’ needs (tone of voice, speed of speech, level of language)
- have excellent questioning and listening skills
- be able to demonstrate empathy
- have the ability and patience to explain complex ideas in plain English
- have a professional work ethic
- be detail orientated
- have strong IT, literacy and numeracy skills
- be a team player
- have excellent time keeping
Qualifications
- Experience of contact / processing centre working.
- Experience of processing data with attention to detail and good accuracy
- Excellent telephone manner
- Knowledge of service centre processes, policies and procedures, such as escalation procedures, service level agreements and client service standards.
- Excellent computer skills – especially MS office in the area of excel and outlook.
- Excellent communication and written skills with the ability to work confidently with customers and internal colleagues
- Demonstrable track record of meeting and exceeding operational targets.
- Well organised
- Team worker – able to work with colleagues to achieve targets and objectives.
Desirable
Previous experience using a CRM platform.
Job Type: Full-time
Job Type: Full-time
Pay: £27,000.00-£30,000.00 per year
Work Location: Hybrid remote in Alderley Edge
