Customer Support Advisor

Tes; South Yorkshire; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

A leading company is seeking a Customer Support Advisor to provide exceptional support across various channels. The role involves managing customer inquiries, enhancing satisfaction, and collaborating with teams. With a focus on quality and efficiency, this position offers a dynamic work environment with opportunities for growth.

Benefits

25 days annual leave, increasing to 30 days

State-of-the-art city centre offices

Access to My Benefits World

Free eye care

Employee Assistance Programme (EAP)

Qualifications

• Proven experience in customer communication, handling calls and emails.
• Ability to build internal relationships and work collaboratively.
• Experience in a high-volume environment with remote teams.

Responsibilities

• Handle, manage, resolve, and log customer contacts promptly.
• Coordinate with partners to resolve issues and ensure smooth transactions.
• Communicate effectively, listening to customer needs.

Skills

Customer communication

Attention to detail

Team collaboration

Proactive initiative

Customer service

Job description

Job Title: Customer Support Advisor

Location: Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK (Hybrid: 3 days in the office, 2 days from home)

Department: Operations

Type: Full Time, Permanent

Line Manager: Operations Manager

Role Overview

Provide customer support across multiple channels including email, phone, and webchat. Build rapport with customers, relay their feedback to improve our services, and ensure customer satisfaction.

Key Responsibilities

1. Handle, manage, resolve, and log customer contacts promptly and professionally across all support channels.
2. Coordinate with internal and external partners to resolve issues and ensure smooth transactions.
3. Take ownership of customer inquiries, investigating and resolving issues effectively.
4. Meet all SLAs for transactional and subscription customers, working proactively to adhere to company policies.
5. Offer technical support and assistance throughout the customer's contract.
6. Enhance customer satisfaction and uphold quality standards in contact handling and administration.
7. Work collaboratively within a team and independently as required.
8. Assist customers with technical issues, complaints, suggestions, and positive feedback.
9. Communicate effectively, listening to customer needs and situations.
10. Process advert requests and queries efficiently.
11. Maintain up-to-date product knowledge across the Tes brands to advise and engage customers.
12. Follow escalation procedures for technical and product development issues, liaising with relevant teams.
13. Support other operational areas as needed during peak times, including occasional weekend work with time in lieu.

Requirements for Success

• Proven experience in customer communication, including handling calls and emails.
• Strong comprehension and attention to detail.
• Ability to build internal relationships and work collaboratively.
• Proactive, self-motivated, and able to take initiative.
• Experience working in a multi-skilled, high-volume environment with remote teams.
• Positive attitude, flexibility, and willingness to work varied hours.
• Excellent customer service and complaint management skills.

Benefits

• 25 days annual leave, increasing to 30 days.
• State-of-the-art city centre offices.
• Access to My Benefits World, discounted parking, free fruit, and complimentary breakfast cereals and drinks.
• Free eye care, Westfield Health cover, life assurance, Cycle to Work Scheme, and season ticket loan.
• Employee Assistance Programme (EAP), social events, and extensive learning opportunities.