Job Description

As a Customer Service Advisor you will deliver excellent customer service to a variety of subscribing business customers, providing front line issue resolution and educating customers on every interaction.

The role will involve handling a wide range of queries, issues and complaints mainly via telephone and email, so an excellent phone manner, an ability to construct written responses to a high standard, along with an attention to detail are required. Key Job Activities: Answering all incoming customer contacts within agreed service levels. Ensure each and every interaction is effectively logged on the customer account. Adhering to the best practice on customer interactions. Resolve each query at the first point of contact wherever possible. Where not possible escalate appropriately and ensure resolution is communicated to the customer. Promoting SRCL products and processes to customers. Processing leads and opportunities where identified to the Telesales team. Identification of customers who wish to leave the business and escalate these appropriately. Check and maintain batch information for business units as required.

Benefits:

Disclaimer:
The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Company will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws. To the extent permissible under local law, and consistent with business necessity, Company reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.

Required Knowledge, Skills, and Abilities

Experience (EMEAA): Experience of providing excellent customer service at all times and being customer focused is an essential requirement. Excellent communicator with Effective listening skills are a necessity. Good people skills with the ability to build up relationships both internally and externally. Ability to work without supervision. Strong organizational and planning skills. Team player, able to work effectively under pressure and who is looking for a challenge. A proficient ability with information technology including, Microsoft Office, CRM. Experience of a volume call / Email response environment is preferable. Certifications and/or Licenses: