Customer Care Advisor

CUSTOMER CARE TEAM- EASTBOURNE

The Customer Care Team provides the highest level of customer support via telephone, email and online. As Customer Care Advisor you will be the first point of contact for customers and will be a member of a fast-paced, multi-skilled customer service team, proactively managing and resolving a wide range of customer requests, making a rapid assessment of the best next steps, and helping customers to get the help and support they need.

PRINCIPAL ROLES AND RESPONSIBILITIES

• Setting up new customer accounts and making welcome calls.
• Closing customer accounts when customers move home.
• Proactively resolving customer billing queries over the phone and via email.
• Setting up and managing Direct Debits and taking phone payments.
• Interacting with customers daily, via telephone or email, responding to their questions
• Successfully managing and resolving customer complaints or concerns, proactively implementing any lessons learnt to improve future service delivery.
• Paid emergency out of hours cover.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

• Minimum of 2 years experience in a fast-paced customer service call centre environment.
• Customer service orientated with strong customer communication skills, including the ability to handle difficult conversations confidently and with diplomacy. Previous experience in a client liaison or customer service role is essential.
• Excellent interpersonal skills with a demonstrable ability to establish and maintain excellent working relationships with a wide variety of key stakeholders, including clients, contractors, and customers.
• Excellent written communication skills.
• Must be a team player.
• Strong attention to detail.
• Self-starter, driven by success and able to work well under pressure.
• Organised and methodical, with the ability to prioritise and maintain an orderly workflow.
• Excellent IT skills proficient with Microsoft Office Suite and able to quickly learn new software.
• Reactive and proactive problem-solving skills.
• Awareness of legislation and requirements surrounding data protection and privacy.

We endeavour to reply to all applications, however, if you haven t heard from us within 7 days, you have been unsuccessful with this particular role. You are very welcome to apply to future advertisements placed by Grafters Recruitment Consultants / Grafters Accountancy Personnel.