Customer Service Advisor Job Description
email team@virtually-there.net to apply
Key responsibilities
- Receive customer enquiries via phone, email or chatbot
- Raise support tickets to enable enquiry tracking
- Investigate & resolve customer enquires, escalating to other members of the team or third party providers where necessary
- Provide customers with training/support on web portal services
- Handle payment transactions
- Resolve customer complaints and refer refunds to Team Leader
- Maintain accurate records on CRM by entering and updating client information
- Escalate customer feedback as part of quality management processes
- Support other functions of the business with processes that affect customers
- Provide occasional cover and overflow for post management, contact centre calls and inbound sales line
- Identify opportunities to cross-sell other products
- Meet agreed on targets with regards to customer feedback and retention
- Present yourself as a brand ambassador, adhering to VTs tone of voice and company policies
Skills & experience
- Excellent interpersonal and active listening skills
- Clear communication skills and a strong command of the English language
- Able to communicate internally & externally at all levels – e.g. our own receptionists up to our Directors, new start-up businesses up to large established businesses, happy customers up to challenging customers
- Strong problem-solving skills to determine the best possible solutions for client issues
- Tech-savvy and able to use customer relationship management (CRM) tools
- Multitasking and organisational skills
- Previous customer service experience essential
- Experience in customer retention is desirable but not essential
Personal qualities
- Inherently organised
- Thrives well in a team
- Strong attention to detail
- Quality conscious
- Able to remain calm and polite when dealing with complaints or challenging clients
email team@virtually-there.net to apply