Customer Service/ Call centre Advisor - PART TIME 6 months contract with scope to extend or go permanent Part time - 20 hours per week Cumbernauld 100% office based including training Part time - 20 hours - 3 evenings 1 weekend shift - the weekend shift will be an 8-hour shift. Job Description Summary Provide customer support to consumers via telephone and/or Internet, e.g., instant message, email. Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty or billing/payment. General Duties & Responsibilities Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Plus: Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries. Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems. When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge. Tracks and documents inbound support requests and ensures proper notation of customer problems or issues. Updates customer information and ensures accurate entry of contact information. Meets standards of job, such as quality standards, adherence to schedule and average handle time. May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer. Other related duties assigned as needed. Based on previously successful candidates we can confirm main skills: Customer Service : Extensive experience in handling customer inquiries, complaints, and support across various industries. Communication : Proficient in communicating via phone, email, and face-to-face interactions. Problem-Solving : Skilled in resolving complex issues from start to finish. Empathy : Demonstrated ability to understand and support customers' needs, especially vulnerable individuals. Coaching and Training : Experience in mentoring and training new employees. (nice to have) Attention to Detail : Accurate logging and management of customer information. Multitasking : Capable of handling multiple tasks and responsibilities efficiently. Nice to have skills: Word Excel PowerPoint