Vacancy Details

Customer Experience Advisor - Working From Home


Job Ref:
781

Job Title:
Customer Experience Advisor - Working From Home

Location:
Nationwide

Salary:
13936

Hours:
40

Shift Pattern:
40hrs per week

Close Date for applications:
Close date not set


Main Responsibilities:
CEA are the first line contact with the client`s customers and Firstsource recognises the importance of each CEA delivering a high quality service to support the client`s brand and reflect the values of both our organisations. To deliver an exceptional, commercially focused and professional customer experience by responding to inbound technical support queries from customers. CEAs will form part of the Operational Team handling customer support queries.

Reporting relationships:
The jobholder will report to a Team Leader.

Job Purpose:
-Provide solutions to all issues raised by customers during the one to one conversation in so far as the CEA is able.
-Deliver outstanding service by taking ownership of the customers` problems / queries and aim to provide an immediate solution
-Make decisions to resolve the customers` problems / queries based on their individual needs, and nature of problem.
-Escalate technical issues to the relevant support group and follow through where necessary
-Handle customer objections and manage their expectations.
-Assist other team members to resolve customer problems / queries.
-Update relevant information accurately into the client`s systems.
-Lead by example, be approachable, and demonstrate a `can do` attitude, to develop a team working culture to help us achieve the best results.
-Undertake outbound calls for follow-up where required.
-Work to targets (e.g. quality of handling customer contacts); manage own time and prioritise tasks to meet and exceed these targets.
-Escalate issues to line manager where appropriate.

The person:

Experience/Skills & Personal Qualities:
-Minimum six months hands-on experience of working in a contact centre environment is desirable, but experience of dealing with customers in other demanding environments (e.g. retail. leisure, etc) would also be applicable.
-Excellent telephone manner and / or experience of dealing with customers face to face.
-Basic PC literacy.
-Results driven and commercially aware.
-Excellent verbal communication skills; good listener who is able to understand and identify customer needs whilst delivering exceptional service.
-Conscientious and reliable individual who is self motivated.
-Friendly personality shows confidence and pride in delivering excellent service.
-Open and trustworthy.
-Enthusiastic with positive attitude to work and a logical approach to problem solving.
-Keen for self-development and personal
-Flexible and embraces change.

The requirements to Work from Home are:
-A dedicated room with a closable door in order to minimise disruption.
-A broadband connection speed that is 2Mb or above.
-A working land line that will be dedicated to work during the business operational hours.
-A desk and appropriate chair.
-A telephone socket in the same room as work space.

NB - An Internet connection will need to be a wired connection (Wireless is not possible) and Laptops cannot be used.

Candidates will need to provide:
-Appropriately sized computer monitor.
-Mouse (USB ONLY).
-Keyboard (USB ONLY).
-Headset.
-Dialpad


Whilst this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary. Firstsource Solutions BPO reserves the right to consider an employee`s performance record including any misconduct issues when appointing a candidate to a role. Firstsource Solutions is an Equal opportunities Employer.


For more information about this position please open the following document:



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