Customer Service Advisor Job Description

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

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

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