Customer Care Advisor

Grafters Recruitment Consultants Ltd; Eastbourne; On-site; GBP 24,000 - 30,000; Full time

Job summary

A recruitment consultancy is seeking a Customer Care Advisor in Eastbourne to provide exceptional customer support through various channels. Responsibilities include setting up accounts, resolving billing queries, and managing complaints. The ideal candidate will have a minimum of 2 years' experience in a call centre and strong customer service skills, along with proficiency in Microsoft Office. This role is key to ensuring customer satisfaction and service delivery.

Qualifications

• Minimum of 2 years' experience in a fast-paced customer service call centre environment.
• Ability to handle difficult conversations confidently.
• Excellent written communication skills.

Responsibilities

• Setting up new customer accounts and making welcome calls.
• Proactively resolving customer billing queries.
• Managing and resolving customer complaints.

Skills

Customer service orientation

Strong communication skills

Problem-solving skills

Attention to detail

Team player

Tools

Microsoft Office Suite

Job description

CUSTOMER CARE TEAM- EASTBOURNE

The Customer Care Team provides the highest level of customer support via telephone, email and online. As Customer Care Advisor you will be the first point of contact for customers and will be a member of a fast-paced, multi-skilled customer service team, proactively managing and resolving a wide range of customer requests, making a rapid assessment of the best next steps, and helping customers to get the help and support they need.

PRINCIPAL ROLES AND RESPONSIBILITIES

• Setting up new customer accounts and making welcome calls.
• Closing customer accounts when customers move home.
• Proactively resolving customer billing queries over the phone and via email.
• Setting up and managing Direct Debits and taking phone payments.
• Interacting with customers daily, via telephone or email, responding to their questions
• Successfully managing and resolving customer complaints or concerns, proactively implementing any lessons learnt to improve future service delivery.
• Paid emergency out of hours cover.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

• Minimum of 2 years' experience in a fast-paced customer service call centre environment.
• Customer service orientated with strong customer communication skills, including the ability to handle difficult conversations confidently and with diplomacy. Previous experience in a client liaison or customer service role is essential.
• Excellent interpersonal skills with a demonstrable ability to establish and maintain excellent working relationships with a wide variety of key stakeholders, including clients, contractors, and customers.
• Excellent written communication skills.
• Must be a team player.
• Strong attention to detail.
• Self-starter, driven by success and able to work well under pressure.
• Organised and methodical, with the ability to prioritise and maintain an orderly workflow.
• Excellent IT skills proficient with Microsoft Office Suite and able to quickly learn new software.
• Reactive and proactive problem-solving skills.
• Awareness of legislation and requirements surrounding data protection and privacy.