Customer Service Advisor Job Description

  • Contracted hoursFull-time, Permanent. 37.5 hour per week
  • Expected start dateAs soon as possible
  • LocationBristol
  • Reports to Back Office Team Leader
  • Job purposeOne stop shop for customer service queries

email 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 to apply

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