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Customer Service Advisor

City, Belfast
£9.90 to £10.75 Per Hour
Job Type
8 Sep 2022
Customer Service Advisor Location: Belfast, BT2 8GD Salary: £9.90 - £10.75 per hour + Benefits We're seeking enthusiastic Customer Advisors to join HGS on a permanent basis. You will be joining a global award winning organization with 60 centres spanning across 12 countries. At HGS, we believe in empowering our people and giving them the tools to achieve success and achievement. Job purpose: As a Customer Service Advisor your role will be varied, dealing with various customer queries or complaints. This could be through different channels, i.e. handing inbound calls, responding to emails or white mail (letters), responding to social media forums, or making outbound follow up calls. Critical Skills & Job Complexity Unique Knowledge and Skills: • Experience in customer service activity • Problem-solving and complaint handling • Negotiation and influencing • Ability to embrace client brands and Engage with Care to support HGS values • Industry/competitor knowledge • Ability to effectively interact with team members at all levels of the organisation • Ability to work with/communicate effectively to internal and external clients Duties and responsibilities: • Handling queries or complaints from customers via inbound calls, email, web chat, white mail or social media forums. • Building rapport with Premier Consumers to ensure consumer service excellence and to resolve consumers queries, problems or complaints. • Meeting challenging targets for Quality of interaction and process follow through. • To consistently meet all individual and team targets. • Actively contribute in team meetings and share knowledge with colleagues to maximize knowledge retention within the project. • To ensure the best Customer service experience is given to all customers. • To achieve KPI s (Key Performance Indicators) whilst maintaining excellent quality. • To highlight trends in any customer queries or complaints. • Ensuring that all consumer contact is handled in a professional manner in line with the client s methodologies, values and principles maximize all interactions to promote their Brand. Core Competencies: • Confident manner on phone (making maximum impact). • Excellent probing - Interviewing Skills (Asking the right questions at the right time using question to control, (opening and closing) conversation). • Complaint handling skills ability to think on their feet (Knowing the process, matching needs). • Solutions focused (Knowing when and how, gaining commitment). • Customer driven - both Individual & Team. • Excellent Communication & Interpersonal Skills (Listening, voice, words, matching, rapport building). • Commercial Acumen ability to liaise with customers with empathy. • Customer focus - customer service orientation, setting and managing expectations. • Attention to Detail / Quality Orientation. • Communication skills and Customer Service Focus. • Passion for service excellence. • Initiatives and Ideas for improvement. • Planning and Organizing Workload / Work Management. • Resilience and motivation. • Teamwork. Knowledge/Previous Experience & Skills Required: • Proven previous experience in a customer service role (face to face or in a contact centre). • Excellent PC & typing skills. • Excellent written and verbal communication skills. • Able to work in a team. • Good attention to detail. • Flexible to work shifts. The hours of work will be within the following: Monday to Saturday between the times of 08..00 and Sunday between 09..00. All successful applicants will be contacted within 5 working days. However, unfortunately due to high levels of response we will not be able to respond to everybody. As an equal opportunities employer, HGS welcomes applications from all sections of the community. This vacancy should be interest to people searching for the following jobs: Customer Service, Customer Service Adviser, Customer Service Representative, Customer Service Rep, Customer Service Assistant, Customer Service Executive, Customer Service Advisor
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  • Job Reference: 707254028-2
  • Date Posted: 8 September 2022
  • Recruiter: Hinduja Global Solutions UK Ltd
    Hinduja Global Solutions UK Ltd
  • Location: City, Belfast
  • Salary: £9.90 to £10.75 Per Hour
  • Bonus/Benefits: Benefits
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent