Customer Service Advisor

Job Description

Job Title: Customer Service Advisor

Department: Customer Services

Reports To: Customer Service Team Manager

Level: 1

Purpose of the role

the purpose of the roleis to deal directly with customer queries and questions, for our clients’ promotional campaigns.

Skills and experience

• Ability to speak and write in XXX language to a native level
• Experience in successfully dealing with customers in a fast-paced environment
• Competent computer skills and experience with Microsoft Office (e.g. Outlook, Excel)
• Dedication and motivation to helping customers
• Professional and positive attitude
• Excellent interpersonal and communication skills (both verbal and written)
• Ability to work efficiently and to a high-quality standard
• Good understanding of GDPR practices

Main duties

• Efficiently addressing customer queries via phone and email, providing quality advice/information
• Professionally handling inbound calls from consumers and distributors
• Processing inbound promotional claims accurately and efficiently
• Resolving queries and keeping customers updated on the status of their enquiry
• Delivering the highest level of customer service at all times
• Setting an example to the team with a positive and professional attitude
• Making effective use of down time by assisting colleagues with other tasks
• Fulfilling any other ad-hoc duties

Competencies

Autonomy

• Works under supervision
• Uses little discretion
• Is expected to seek guidance in unexpected situations

Influence

• Minimal influence
• May work alone or interact with immediate colleagues

Complexity

• Performs routine activities in a structured environment
• Requires assistance in resolving unexpected problems

Knowledge

• Has a basic, generic level of knowledge appropriate to area of work
• Applies newly acquired knowledge to develop new skills

Business Skills

• Has sufficient communication skills for effective dialogue
• Demonstrates an organised approach to work
• Uses basic systems and tools, follows simple processes

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