Frontline Customer Care Advisor – Newcastle

Xplor; Newcastle upon Tyne; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Paid Parental Leave

GiveBackDays – volunteer days

Diversity & Inclusion initiatives

Free mental health support

Flexible working arrangements

Job summary

Xplor in Newcastle upon Tyne is seeking a Customer Service Advisor to join our frontline team. You will handle inquiries across chat, phone, ticket, and email, resolving issues on the spot and supporting accounts and contracts to keep client interactions smooth.

You’ll follow our scripts to meet service levels, collaborate with a supportive Team Leader, and contribute to ongoing improvement while building strong relationships with clients.

Qualifications

• Excellent communication skills across calls, chat, email and tickets.
• Ability to resolve issues promptly and accurately.
• Strong attention to detail and documentation.

Responsibilities

• Be the First Point of Contact: answer calls and messages with a positive attitude and resolve issues on the spot.
• Problem-Solve Like a Pro: address queries about accounts and contracts, escalating when necessary.
• Share Learning: capture learnings from inquiries to aid continuous improvement.
• Keep Things Running Smoothly: manage overdue balances and keep client communications and systems updated.

Skills

First point of contact

Communication

Problem-solving

Detail-oriented

Team player

Adaptability

Job description

Xplor in Newcastle upon Tyne is seeking a Customer Service Advisor to join our frontline team. You will handle inquiries across chat, phone, ticket, and email, resolving issues on the spot and supporting accounts and contracts to keep client interactions smooth.

You’ll follow our scripts to meet service levels, collaborate with a supportive Team Leader, and contribute to ongoing improvement while building strong relationships with clients.