Our client is looking for an experienced is looking for a Customer Services Advisor
Contact Centre, Customer facing role
Working within a team environment
Experience working with multiple contact channels
Experience in working in a fast pace real-time environment
Experience working within a team environment
Experience working with different ICT systems and applications
To respond to customer enquiries, providing quality Information, advice and guidance on a range of council services.
To resolve enquiries at the initial point of contact where possible or to refer customers for further support as required.
To access digital services on behalf of those customers who are unable or uncomfortable with online services and to support customers who are willing to access online services but need help to do so.
This is one of many roles we are recruiting for please visit our website colbernlimited co uk
You must be an experienced Customer Services Advisor in a call centre environment
•Provide quality Information, advice and guidance across a range of council services, answering customer enquiries, and offering appropriate solutions or options to customers.
•To identify and refer customers for further support as appropriate, including customers who are experiencing repeated issues with service delivery; who have issues which cut across multiple services, or who wish to escalate an issue.
•To champion self- service, support, encourage, educate, and assist customers to use digital channels to access the services they need and signpost to relevant partner agencies. ·
•Be familiar with, and able to support customers to use, a variety of digital contact methods including various social media platforms and on-line services.
•Communicate with customers effectively. Listen actively, ask clarifying questions, and provide clear and concise information.
•Build rapport with customers and ensure smooth interactions each time, every time.
•Demonstrate empathy and understanding towards customers. Put self in the customer’s shoes, understand their concerns, and respond with compassion. Create a positive customer experience and foster customer loyalty.
•Resolve customer issues promptly and enhance customer satisfaction.
•Demonstrate commitment to customer service & build trust by providing prompt responses to customer enquiries and concerns. Add value into every interaction, keep customers informed about the progress of their requests.
•Provide a personalised and tailored customer service by being flexible and adapting to different customer needs and situations, adjusting communication style and approach based on the individual customer’s preferences and requirements.
•Stay updated on service knowledge, customer service best practices, and industry trends.
•Ensure the highest level of data quality and that information is recorded in a timely, accurate and complete manner.
•Maintain a positive and professional attitude, even in challenging situations. To work flexibly between office hours of 8am to 6pm Monday to Friday excluding bank holidays
•To support the development on new staff or staff development through buddying, shadowing and knowledge sharing
PLEASE VISIT OUR WEBSITE FOR MORE OPPORTUNITIES colbernlimited co uk
The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients are an equal opportunities employer