Customer Contact Advisor (Nights)
The Customer Contact Centre operates 24 hrs a day, days a year. We provide 24/7 support to all our clients Nationwide, from both residential and commercial properties.
The main responsibilities are:
* Answer, process & resolve all telephone calls and email enquires in an efficient, professional, clear and concise manner
* Identify the eligibility of an emergency and escalate as a call out as and when required
* Enter details of all enquires onto our bespoke database & update records accordingly
* Document all information according to standard operating procedures and follow instructions
* Manage lone worker functions ensuring any missed calls are escalated to the on-call manager
* Conduct general administrative duties
* A feature of this role is the flexibility to be available to support the business 24/7 for infrequent situations such as severe weather conditions or unplanned surge of incoming calls as well as covering bank holidays, Christmas, annual leave, sickness & weekends.
Skills and Experience required are:
1. Knowledge of Microsoft Office & are computer literate
2. Understanding of operational workplace methods and practices relevant to Norse
3. Excellent interpersonal and communication skills with a professional and polite manner
4. Excellent customer service skills, confident and assertive whilst maintaining confidentiality, tact and discretion
5. Organised with a methodical and pragmatic approach to work, flexible and adaptable with excellent problem-solving skills
6. Ability to work under pressure, prioritising workload with a high level of accuracy and attention to detail
7. Decisive with the ability to take proactive action and act on own initiative
8. Ability to lone-work but also support and work as part of a team