Currently recruiting for a number of Customer Advisor
Key Responsibilities included:
-Respond to incoming customer calls, retain ownership through to resolution
-Use all available systems to accurately record customer data and provide a first-call resolution service wherever possible (avoiding the need to pass enquiries and complaints out to the wider business).
-To send full and accurate details of the enquiry or complaint, to the relevant operations team, ensuring any required action is taken
-Drive the resolution of complaints, liaising with the operations team, to meet the key D+1 (48 hour) KPI
-Establish and maintain good professional working relationships within the team, operations and Cadent
-Keep customers updated and informed of the progress of their enquiry/complaint
-Maintain accurate and comprehensive data records
-Follow defined work management and company processes policies at all times
-Learn, retain, extend and apply basic understanding of gas mains replacement
Skills and Qualifications:
-Confident and customer focused
-Committed to putting customers first and achieving high levels of satisfaction
-Empathic, able to see someone else’s point of view, be all inclusive
-Patient and attentive, with good active listening skills
-Understands the importance of keeping customers informed and updated in line with our process
-Adopts and maintains positive language and a ‘can do’ approach to customer challenges
-Respect customers’ busy lives and ensure promises are delivered
-Be adaptable, accommodating and flexible in responding to the needs of different situations
-Demonstrate exemplary personal behaviour towards colleagues and others
-Actively seek to build relationships at all levels; to be collaborative and sharing
-Be quietly persuasive and bring people with you
-Show emotional control when under pressure
-Take ownership and responsibility for your workloads, application and performance
-Assess and defuse conflict/areas of difficulty and find win/win solutions
-Teamwork, understand the importance of working together and supporting colleague
Specific Requirements:
-Contact centre and/or customer service background – essential
-Experience of working in a fast paced environment, working with KPIs and SLAs – desirable
-Experience of dealing with enquiries and complaint handling - essential
-Attention to detail – essential
-Strong communication skills, both verbal and written - essential
-Experience of CRM systems and Microsoft packages – essential
-Knowledge and experience of using SAP – desirable but not essential
-Knowledge/experience of working in the utilities industry – desirable but not essential
-Understanding of regulatory requirements – desirable but not essential
-Gas industry experience – desirable but not essential