Customer Care Advisor
Customer Care Advisor
Salary: GBP19,760 - GBP21,000 plus bonuses
Hours: 8:30 - 17:30 Monday to Friday plus minimum of 1 Saturday a month on a rota basis between the hours of 9:00 - 1:00
Holiday: 25 days + bank holidays
Location: Horsham, West Sussex
As one of our Customer Care Advisors you will play a crucial role in providing exceptional service to our varied customer base. This is a fast paced and exciting role, which would be a perfect fit for an individual looking to continue a career within a fast paced office environment.
The ideal candidate for this role, will be enthusiastic, customer centric, positive and have the ability to work in a busy team!
What should I expect on a day to day basis?
You will be responsible for managing any residential customer queries or complaints and providing an excellent level of service at all times. Our customer may use varied means of communication such as email, webchat and telephone so the ability to adapt your communication skills is key for this role. Our Customer Care Advisors should have a positive can-do attitude at all times, having the customer at the centre of our focus to ensure 100% satisfaction. You will be responsible for updating our internal systems and following processes and procedures to guarantee compliance.
Role responsibilities:
?? The Customer Care Advisor (CCA) is responsible for dealing with customer queries and providing exceptional customer service
?? Prioritising your own workload and ensuring that customer commitments are achieved
?? Meeting company SLA's
?? Using objection handling to overcome customer challenges
?? The CCA is responsible for dealing with customer complaints and providing a speedy resolution to our customers
?? Responding to customer emails, webchats and calls in a timely manner
?? Working to achieve a first time resolution at all times
?? Adopting a calm and collected response at all times - ensuring that the customer is at the centre of our focus
?? The CCA must adhere to company work instructions, relating to internal CRMs, information security and customer complaints
?? Managing your tickets levels effectively - ensuring that regular updates are added and communicated to the customer
?? Communicating with internal departments to share customer updates and obtain relevant information
?? The CCA will work collaboratively within the team. They will be a team player and will be pro-active when it comes to personal development, communicating any key areas where further development is required
?? Maintaining and contributing to a collaborative team environment
The ideal candidate will be:
?? Achievement driven
?? Customer focussed
?? Comfortable working independently
?? A clear communication
?? A proactive problem solver with exceptional attention to detail
?? Resilient with the ability to show empathy when needed
?? Organised with the ability to manage their own time
?? Confident and assertive
Company Benefits:
?? Discounted Broadband,
?? Up to 30 days holiday (25 days, increasing to 30 with service), plus bank holidays
?? Death in service benefit
?? Pension
?? Friday fridge!
?? Company lunches
?? Company bonus scheme
?? Fun incentives
?? Paid Charity leave
?? Free fresh fruit, tea, and coffee.
?? Eye care Vouchers
About Us:
Global 4 are leading providers of telephony solutions and services in both business to business (B2B) and business to consumer (B2C) markets. There are two things we are passionate about - employee satisfaction and our customers. We are committed to delivering first class customer service, achieved through continuous on-going employee development, reflected in our various awards and accreditations.
Global 4 are proud to be an Equal Opportunities and a Living Wage Foundation employer
Salary: GBP19,760 - GBP21,000 plus bonuses
Hours: 8:30 - 17:30 Monday to Friday plus minimum of 1 Saturday a month on a rota basis between the hours of 9:00 - 1:00
Holiday: 25 days + bank holidays
Location: Horsham, West Sussex
As one of our Customer Care Advisors you will play a crucial role in providing exceptional service to our varied customer base. This is a fast paced and exciting role, which would be a perfect fit for an individual looking to continue a career within a fast paced office environment.
The ideal candidate for this role, will be enthusiastic, customer centric, positive and have the ability to work in a busy team!
What should I expect on a day to day basis?
You will be responsible for managing any residential customer queries or complaints and providing an excellent level of service at all times. Our customer may use varied means of communication such as email, webchat and telephone so the ability to adapt your communication skills is key for this role. Our Customer Care Advisors should have a positive can-do attitude at all times, having the customer at the centre of our focus to ensure 100% satisfaction. You will be responsible for updating our internal systems and following processes and procedures to guarantee compliance.
Role responsibilities:
?? The Customer Care Advisor (CCA) is responsible for dealing with customer queries and providing exceptional customer service
?? Prioritising your own workload and ensuring that customer commitments are achieved
?? Meeting company SLA's
?? Using objection handling to overcome customer challenges
?? The CCA is responsible for dealing with customer complaints and providing a speedy resolution to our customers
?? Responding to customer emails, webchats and calls in a timely manner
?? Working to achieve a first time resolution at all times
?? Adopting a calm and collected response at all times - ensuring that the customer is at the centre of our focus
?? The CCA must adhere to company work instructions, relating to internal CRMs, information security and customer complaints
?? Managing your tickets levels effectively - ensuring that regular updates are added and communicated to the customer
?? Communicating with internal departments to share customer updates and obtain relevant information
?? The CCA will work collaboratively within the team. They will be a team player and will be pro-active when it comes to personal development, communicating any key areas where further development is required
?? Maintaining and contributing to a collaborative team environment
The ideal candidate will be:
?? Achievement driven
?? Customer focussed
?? Comfortable working independently
?? A clear communication
?? A proactive problem solver with exceptional attention to detail
?? Resilient with the ability to show empathy when needed
?? Organised with the ability to manage their own time
?? Confident and assertive
Company Benefits:
?? Discounted Broadband,
?? Up to 30 days holiday (25 days, increasing to 30 with service), plus bank holidays
?? Death in service benefit
?? Pension
?? Friday fridge!
?? Company lunches
?? Company bonus scheme
?? Fun incentives
?? Paid Charity leave
?? Free fresh fruit, tea, and coffee.
?? Eye care Vouchers
About Us:
Global 4 are leading providers of telephony solutions and services in both business to business (B2B) and business to consumer (B2C) markets. There are two things we are passionate about - employee satisfaction and our customers. We are committed to delivering first class customer service, achieved through continuous on-going employee development, reflected in our various awards and accreditations.
Global 4 are proud to be an Equal Opportunities and a Living Wage Foundation employer