Consumer Care Advisor - Danish

Overview

Location:

London

Hours:

40 paid hours per week, typically Monday - Friday 8am-5pm

As a Consumer Care Advisor, you will be the first point of contact for our Consumers, and it will be your responsibility to ensure Consumers get the assistance they need either by live chat, phone, email, video or social media.

You will be answering and resolving enquiries over the above channels, ensuring our Consumers receive excellent customer service and their expectations are met. You will also be responsible for outstanding outbound communication ensuring consumer retention through support and various offers.

Our Consumer Care Advisors are true ambassadors for the company, with a passion for what they do and for supporting our Consumers.

We are seeking versatile multichannel advisors to join our team. This role requires exceptional communication skills, growth mindset, and is suitable for candidates who thrive in dynamic environments.

• Address Consumer needs by developing and maintaining a good knowledge of the client’s products
• Manage interactions through the agreed processes and provide Consumers with a consistently high standard of service.
• Understand full portfolio of devices and consumables, and utilise this knowledge to solve Consumers needs and pain points.
• Maintain a good Knowledge of Consumer Programs
• Develop knowledge and understanding of the consumer programmes to effectively handle queries and overcome any objections faced.
• Tailor the tone of voice and messages used in accordance with the queries identified by our Consumers
• Maintain systems understanding to support our Consumers in an Omni-channel way
• Interact with Consumers in a multi-channel environment, supporting queries, answering questions, providing essential support and coaching via various channels (e.g. live chat, phone, email, video or social media).
• Accurately capture the Consumer needs in our systems and direct the resolution (if not completed on first interaction) to the appropriate team.
• Support the assigned Line of Business
• Provide constructive feedback on system functionality, available tools, processes, etc.
• Share consumer insights.
• Address opportunities for improvement.
• Support the team in achieving team and client’s objectives

• Excellent communication skills
• You will be required to provide clear, correct, complete, and concise information to various audiences using various communication channels. You must be able to express your ideas, opinions and statements clearly.
• Above-average grammar and spelling
• Since you will be using various means of communication, including written (e.g. email, chat…), excellent grammar and spelling is a must.
• Emotional intelligence
• You will be supporting consumers with a wide range of personalities and needs. In order to make the message stick, it is important to build rapport, employ active listening, empathy and other key skills.
• Proactivity
• As a Consumer Care Advisor, it is necessary to demonstrate a proactive approach in spotting opportunities for improvement, providing feedback and insights, and helping others.
• Growth mindset
• To ensure efficient operations and overall continuous improvement, you need to have the willingness and drive to continuously educate yourself.
• Logic and critical thinking
• Efficient problem solving will be part of your responsibilities as a Consumer Care Advisor as you will be required to deal with consumer requests of various levels of difficulty.

You will be required to capture the interaction summary in our systems. Clarity and correctness of the records is key.

• Essential:
  Google tools (Email, Docs, Meet,), proficiency in computer technology and systems as you will be required to work with a wide range of the client’s systems
• Desirable: previous experience in a similar role inbound and outbound

We partner with clients to deliver outstanding customer experience. We combine talent, innovation, and industry expertise, supporting our clients in engaging with their consumers, building loyalty, and maximising value with a strong commitment to the environment and society.

We are an international company that…