Customer Service Advisor - Calls Birmingham, England
Job description
Join us on the Journey...
We have an exciting opportunity for Customer Service Advisors - Calls, based in our contact centre in Birmingham, who will ensure a highly professional, appropriate and timely response is provided to all our customers while exceeding expectations and retaining customer loyalty.
The successful candidates will have excellent written and verbal skills with the ability to communicate with customers to a high standard and providing clear and effective responses to all contacts. You will need to have experience of delivering excellent customer service in a fast-paced working environment. The ability to stay calm under pressure and have a pro-active “can do” approach.
What you'll do...
- Respond to general enquiries, sales contacts and complaints received through a variety of contact channels in a professional and timely manner.
- Proactively resolve any customer issues, identifying and reporting the root cause to the appropriate department or personnel.
- Promote, initiate interest and positively sell the Company’s products and services to generate sales and maximise all opportunities for add on sales.
- Operate computer and manual systems as necessary to process work, maintain accurate records and access information and provide standard reports.
- Maintain an up-to-date knowledge of products, services and systems to support the delivery of a high quality and effective customer contact service.
- Ensure productivity and quality assessment targets are achieved within company guidelines.
- Assess and award compensation, where appropriate, in line with departmental guidelines.
- Carry out any administrative duties or tasks within the scope, spirit and purpose of the job as requested by the manager.
- Ensure all compensation is awarded against company guidelines and appropriate recharges made.
What you'll need:
- Excellent telephone manner.
- Ability to stay calm under pressure and deal effectively with frustrated customers / conflict within teams.
- Experience of delivering excellent customer service in a fast-paced working environment.
- A pro-active “can do” approach
- Proactive sales skills to promote all available National Express products and services.
- Excellent people and communication skills with ability to deal with people and problems effectively and with ease.
- Ability to identify root cause for accurate reporting
In return, we offer a wide range of benefits such as...
- Free travel for you and your partner
- Company pension
- Life Assurance
- Access to NX Health Bus
- Employee Assistance Programme
- Variety of deals and discounts available through NX online portal
Things to note...
National Express has a very high focus on health and safety and as a result operates a strict Drugs and Alcohol Policy which is applicable to all employees.
Drug and Alcohol testing is completed as part of the assessment process as well as random checks during employment according to the policy.
