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A Customer Service Advisor for 1st and 2nd line support. You will be responsible for answering tickets, calls and queries. You will be the first point of contact to support our customers and resolve any issues.

KEY ACCOUNTABILITIES:

• As a Customer Service Advisor you will be responsible for resolving customer queries through to full resolution via inbound and outbound calls and emails
• You will be the first point of contact for all customer queries therefore as a brand ambassador for the client it is vital that at every step of the process you ensure customer service is provided at a high standard and ensure that all customers can communicate with ease by acting quickly and consistently.
• Our goal is to ensure, as a team, we meet, deliver and where possible, exceed our client’s expectations and Service Level Agreements (SLAs).

MAIN ACTIVITIES:

• Take ownership for the investigation and resolution of customer queries and complaints aiming for a first contact resolution wherever possible
• Update and maintain customer logs
• Follow agreed Customer Service processes but recognise when you need to do something different in the interests of customer satisfaction
• Highlight any broken processes that can affect the customer experience or operation and make suggestions for improvement
• Achieve all personal KPIs
• To respond promptly to customer enquiries and concerns
• To remain polite and courteous at all times and demonstrate empathy and understanding
• To remain calm and professional at all times
• To handle and resolve customer complaints to the best of your ability within the parameters of the client directives and scripting
• To ensure that all information captured is recorded clearly and concisely without spelling errors
• To consistently deliver optimum levels of quality and service at all times
• To actively create trust with the customer demonstrating an open and honest approach
• To use initiative and raise any operational or technical concerns as soon as they are identified to ensure rapid resolution by in-house departments or the client.
• To work consistently to the highest standards possible
• To take ownership and responsibility for personal development, learning and performance levels
• To willingly undertake all necessary training provided by the Training Manager or client

KEY SKILLS:

Essential

• Experience of working in a customer facing environment
• A desire and genuine passion for delivering excellent customer service ensuring an empathetic approach
• Outstanding social service etiquette, with the ability to be versatile in your approach to adapt your style for each customer
• The ability to take ownership and responsibility for the customer journey
• Be punctual and reliable
• Computer literate
• Excellent interpersonal and communication skills, both written and verbal
• Has the right to work legally in the UK
• Have a real enthusiasm about joining the Ventrica family and developing your career with us

Desirable

• Experience of working in a contact centre environment
• An understanding of the high street retailers
• Working on 1st and 2nd line customer support

BENEFITS:

• Standard annual holiday entitlement for full time staff is 28 days (including bank holidays).
• Discounts
• Health care plan and pension
• Employee Assistance Programme
• Training provided

HOURS

Between 8am- 8pm Monday- Saturday on a shift Rota basis

Full time hours are 40 hours per week

Part time hours also available

LOCATION:

• This is a remote based role. Please note you must be based in the UK.