Customer Services Advisor

Location - Leeds

Hourly Rate - £9.50

Full Time - Interim Position

Reference - 7860976

Background

This position is responsible for outbound customer contact and issue resolution with an emphasis on customer retention and loyalty. This is a high-volume task driven role.

Key Responsibilities

• Provide support by out bounding customers to understand and resolve questions and issues prior to the customer highlighting.
• Investigate diligently any issues raised ensuring excellent service is delivered to retain the customer.
• Manage own workload, regularly updating where appropriate internal and external customers ensuring a timely resolution.
• Promote and maintain high standards of communication in line with Omnichannel Customer Support and the Retailer's brand guidelines for both verbal and written communication.
• Proactively highlight to your line manager areas where processes, policies and ways of working can be improved to enhance the overall customer experience and drive positive business change.
• Task orientated work with a requirement to contribute to the overall customer retention mission.
• Ability to navigate several systems to support in the resolution.
• Accountable for own metrics including First Contact resolution and Customer Satisfaction, driving more promoters.

Qualifications and Experience

• The role requires a customer focused mentality ideally with previous experience of working in Customer Service, Contact Centre or Shared Service environment.
• You will use your autonomy to make sound decisions, effectively serving the customer through a positive outlook and 'win/win' attitude with a contribution to customer retention by c10%.
• This is a role requiring you to build a rapport with key lines of business, challenge and solve difficult situations to ensure the right outcome for the customer.  You will achieve results through being pro-active and forward-thinking and sharing information back to the business.
• This role requires a high degree of autonomous thinking as you help to deliver the retention strategy using your experience and guided by broader principles and guidance from the senior leadership team.

If you are interested in this role, please call 020 3641 9193 for further details or email your CV to apply@instajobsuk.com