Customer Service Agent – Bristol
- Bristol, England, United Kingdom
- Less than 20,000
- Job category: Customer Services & Call Centre
- Post date:9 Jan 2018
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Customer Service Agent – Bristol
We are currently working on behalf of our client based in Bristol city centre, who are looking for a number of Customer Service Agents. The successful candidates will be dealing with inbound subscription queries via email and phone from both new and existing subscribers.
Queries include payment/invoice queries, suspension requests and delivery complaints. Advisors will be required to seek to retain customers wishing to cancel.
The role also includes outbound calling to chase payments and make subscribers aware of features and benefits of their subscription.
There are numerous targets to work toward and regular interaction with clients.
Customer Service Excellence
This is a team that prides itself on providing the very best service to customers and going above and beyond to ensure that their experience is as good as it can be. Therefore an understanding of and a commitment to providing customer service excellence is essential.
Excellent verbal and written communication skills
Advisors put forward should be articulate and able to communicate complex information effectively both verbally and in writing.
Self Motivated and proactive with the ability to multi task and work under pressure
This is a large team with lots going on and is often busy. The ability to work calmly under pressure and multi task is absolutely essential. As a result of the campaign being so demanding there are times when the team leader is not available and, as such, advisors will need to be able to self motivate, self manage, be personally driven to exceed expectations and targets set, able to monitor their own progress and work with peers to problem solve.
We’re really looking for someone who is positive in any scenario, keeps smiling despite challenges and offers feedback constructively no matter what the circumstances. The culture within the team is one of support and so the advisor will need to enjoy being part of a team, contribute positively to the environment and play their part in working toward team goals.
Rapport Building and Sales through service
Advisors will be responsible for, and targeted against, the retention of subscribers via inbound calls and advisors will be expected to handle objections effectively with a view to retaining customers who may wish to cancel. Advisors will also be required to make outbound calls to existing subscribers to discuss free features and benefits.
The approach is very gentle and much more about great customer service and building rapport with the customer than a hard sell so a sales back ground is not necessary (or even desired) but a desire and confidence to enter into conversations is essential.
Attention to detail
Advisors will be responsible for administering all aspects of customer’s subscriptions, including payments through credit card and direct debit and updating records on various systems so it is imperative that they are able to do so accurately.
Excellent IT skills
We use various systems (including salesforce) and so confidence in navigating and using complex CRM systems is essential. The ability to use excel for basic functions and outlook would also be very useful.
Hours of work: 37.5 hours per week, between Monday – Friday 7.30am – 6pm, with rotational Saturdays (usually 1 in 3 but could vary) 9am – 5.30pm
This is a temporary ongoing role with the potential to go permanent.
The role pays £7.50 initially and £8.01 once qualified, plus potential for bonus.