Customer Experience Advisor

Dialect Communications Ltd; Gateshead; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

An award-winning global customer experience provider is seeking enthusiastic customer service professionals to join their dynamic team. This role offers a hybrid working model, requiring a minimum of 2 days in the office in Gateshead, with the flexibility to work from home for the remainder of the week. You will be the brand ambassador for clients, delivering exceptional service and resolving customer queries across various channels. If you thrive in a team-oriented environment and are passionate about customer satisfaction, this is the perfect opportunity to make a meaningful impact in a supportive and engaging workplace.

Qualifications

• Experience in a customer-centric role handling queries across multiple channels.
• Strong communication skills and attention to detail are essential.

Responsibilities

• Deliver world-class customer experience and resolve queries efficiently.
• Handle inbound/outbound voice, social media, and messaging queries.

Skills

Customer Service

Communication Skills

Attention to Detail

Teamwork

Problem Solving

Flexibility

Tools

Microsoft Excel

Microsoft Outlook

CRM Systems

Job description

• Location: Hybrid - Min 2 days office based (Gateshead) / Home based
• Training: Office based
• Shifts: Working shift 5/7 days per week between 8am-8pm

We are an award-winning, global customer experience services provider supporting a wide range of clients in the Fintech and Financial Services industry, providing a multi-lingual, omni-channel solution to effectively resolve 1st line and 2nd line customer queries coupled with back-office support solutions. Based in the Northeast of England, our Customer Experience teams are centric on the exceptional service we offer to our clients and their customers, who are based in the UK, Europe, US, Middle East, and Singapore, and as a team speak an impressive 10 languages!

We are actively recruiting English or bi-lingual customer experience enthusiasts to join our existing team.

We operate 365 days a year between the hours of 8am and 8pm / 24 hours a day, and the role will require flexible working 5 shifts/days per week over 7 days a week but operates a hybrid approach to working. The role will require you to work a minimum of 2 days a week at our Hub in Gateshead. The rest of the week you can work remotely.

Key responsibilities will include:

• Delivering world-class customer experience to customers and clients
• Being a brand ambassador for clients, providing seamless experience for customers
• Resolving customer queries efficiently on the first contact
• Handling a wide range of queries from users across several different channels, including:
• Inbound and outbound voice, both technical support and customer service
• Handling queries from social media platforms and messaging services

Key qualities & experience required include:

• Previous experience of working in a customer-centric environment providing customer contact solutions across a wide range of channels.
• Enjoy working in a team-focused environment working towards shared goals, service levels & KPI's successfully.
• High level attention to detail & accuracy is essential.
• Ability to effectively manage and resolve queries with each customer contact.
• Strong written and verbal communication skills.
• Competent use of Microsoft packages, including Excel and Outlook with the capability to learn new systems, technologies, and CRM systems.
• Flexibility to work office/home based as required coupled with self-motivation to ensure deliverables achieved consistently without supervision.
• Desire to continuously improve skills and enjoy learning.
• Desire to join a Team within a business where you are not just a number and your opinion matters.

Dialect Communications Ltd, registered in England & Wales.