CUSTOMER CARE ADVISOR Chester, England
Edenred
Full Time
Chester, England
10.56 - 12.04 GBP Today
Job description
Take a step forward and let Edenred surprise you.
Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.
We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.
Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.
SUMMARY
As Customer Care Advisor you will be the face of Edenred UK and will be required to provide professional and high-quality support to our valued customers on a wide range of Edenred’s products. This support will be in the form of answering calls, responding to emails and chat functions as well as the development and implementation of operational procedures. You will play a big part in providing exceptional customer service for our customers and have a passion for going above and beyond.
The role requires flexibility both in working hours, as these are allocated on a rota basis to cover the telephony lines from 8am to 6pm Monday to Friday, and in priority of tasks assigned - as these can change frequently to ensure the correct levels of resource are allocated to each task.
RESPONSIBILITIES
- To respond effectively to any enquiries received into the Customer Care Team via telephone, email and chat.
- Liaise with relevant departments (Sales/Finance/Project Management/Client Delivery etc.) when required, for optimal resolution of customer queries and enhancement of product and procedural understanding.
- Ensure all communications are carried out in line with the standards and procedures defined by the Operations Director and monitored by the Customer Care Supervisor and the Head of Customer Care.
- Ensure accurate recording of queries and complaints received, ensuring all relevant details and contact information is included, referring as required for resolution.
- To work according to the priorities assigned by the Senior Customer Care Advisor, the Customer Care Supervisor, the Head of Customer Care or the Operations Director relating to taking calls, responding to emails or answering chats.
- Actively participate in and contribute towards team meetings, 1-2-1s, cross training of Customer Care tasks and other training related to the Customer Care Team.
REQUIREMENTS
We value ‘solution-seekers’, rather than ‘problem spotters’ and we love a positive attitude - people who want to make the most of every day and situation with a belief that we can always find ways to do things better. And people who see the positives in others. And we always appreciate a good sense of humour and vibrant energy. Ideally you will possess these attitudes by the bucket- load and also be:
- A self-starter who is comfortable with working in a fast-paced, ‘let’s do it’ environment
- Someone who takes pride in their work and shows ownership in their activity
- A great team-player and enjoy working with others to achieve exceptional team results
- Excellent customer service skills, both verbal and written
- Well-developed investigation and research skills
- Ability to work proactively and flexibly, switching priorities when requested
- Experience of working to achieve set Service Level Agreements
- Excellent attention to detail and high standards of quality demonstrated
- Professional, clear and confident manner
- Evidence of problem-solving skills
- Demonstrable skills in verbal and written English
- Good Microsoft Office suite knowledge
- Knowledge and experience of using SalesForce is preferred
INFORMATION SECURITY STANDARDS
- Have a responsibility to adhere to all policies and procedures of the organisation
- Complete all training and awareness sessions and to complete any related questionnaires
- Report any information security events and/or business non-conformances to management using the incident management procedure
- Comply with businesses legal, regulatory and contractual frameworks including GDPR.
- Ensure that all records are retained in line with the company’s data retention policy
- Use appropriate information classification for all documents in-line with the Classification guidelines
- Provide to management any information which may be relevant to the sustained operations and security of the business
- Are required to sign user agreements for the use of information assets & systems
WHAT WE CAN OFFER YOU
- Competitive salary with performance bonus
- Free onsite parking
- Excellent benefits package – shopping discounts at the UK’s top high street and online retailers, monthly Ticket Restaurant prepaid card top-ups, and many more
- Reward and recognition initiatives to celebrate individual and team achievements
- Regular and varied calendar of social events, including ‘Pizza Friday’, and much more
OTHER
- Permanent, 35 hours/week
- Location: Chester Business Park, Chester
DIVERSITY
Edenred UK is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, colour, creed, religion, sex, sexual orientation, gender, gender identity or expression, national origin, citizenship, marital status or civil partnership/union status, disability, pregnancy, genetic information or any other basis prohibited by applicable country or local laws
Apply now and Vibe with Us!
