Customer Service Advisor

Nurtur; Derby; Hybrid; GBP 22,000 - 30,000; Full time

Job description

Nurtur Ltd are looking for Customer Services Advisor to join our team.

As a Customer Services Advisor at Nurtur Ltd, you will play a pivotal role as the first point of contact for our valued customers. Your primary responsibility will be to provide exceptional customer service through multiple communication channels, including phone, email, and live chat. You will address a wide range of questions and issues, ensuring that customers receive prompt and effective support. This role requires a strong commitment to customer satisfaction, clear communication, and a proactive approach to problem-solving.

Key Responsibilities

1. Customer Support: Respond to inbound queries from customers professionally and courteously, offering assistance and guidance via phone, live chat, and tickets.
2. Service Level Agreement (SLA) Compliance: Ensure that all customer inquiries are resolved or escalated within specified SLA timescales, maintaining a high standard of service.
3. Issue Ownership: Take ownership of customer contacts that require action, coordinating with other team members when necessary to ensure resolution.
4. Clear Communication: Maintain clear and accurate communication with customers, both internally and externally, to provide effective support and maintain positive relationships.
5. Customer Education: Provide online support and coaching to help customers use our system and products effectively and efficiently.
6. Issue Tracking: Record detailed information about customer issues and follow through to completion with guidance from your line manager.
7. Training Material: Collaborate actively with the Customer Success team to ensure that recurring training needs have appropriate supporting materials available.
8. Product Knowledge: Be proactive in staying up to date with product offerings and changes to provide accurate information to customers.
9. Cross-functional Support: Collaborate with other departments within the organisation to provide the best possible customer experience.

Self-development: Take a proactive role in your self-development and participate in Performance Management activities within the business.

Qualifications And Skills

1. Exceptional Customer Service: A strong commitment to providing exceptional customer service with the customer at the heart of everything you do.
2. Accountability: A strong sense of accountability and commitment to seeing tasks through to completion.
3. Problem-solving: Proven problem-solving and troubleshooting abilities.
4. Motivation: A motivated and resilient attitude to handle customer inquiries effectively.
5. Communication: Excellent communication skills, both written and verbal.
6. IT Literacy: Comfortable with IT tools and systems, demonstrating a technical mindset and good IT literacy.
7. Commercial Awareness: Understanding the business’s commercial goals and aligning customer service efforts accordingly.
8. Organisational Skills: Strong organisational and prioritisation skills to manage workload effectively.

This is an office based role, with a hybrid arrangement post successful completion of probation.

Working hours are 9 am – 5.30 pm Monday to Friday.

The Successful Applicant Will Receive And Have Access Too

1. 25 days holiday plus the 8 bank holidays
2. Perk box
3. Health Shield cash plan to recoup the cost of services such as dentistry, opticians etc.
4. Death in Service Cover
5. Company Sick Pay
6. Bike to Work scheme.