Customer Service Advisor

Customer Service Advisor

Department: Regulated Power

Employment Type: Permanent - Full Time

Location: Leeds

Reporting To: Sally Maddison

Description

Join us as a Customer Advisor and become the voice that shapes every customer's experience. If you thrive on helping people, solving problems, and turning everyday interactions into memorable moments, this is your opportunity to make a real impact.

In this role, you'll be the go to expert for our customers, handling queries across phone, email, and chat with confidence and care. You'll take ownership of every interaction, ensuring each customer walks away with a seamless, positive, and genuine 10/10 experience.

Key Responsibilities

• Customer Interaction: Engage with customers via phone, email, and chat to address inquiries and provide information about products and services.
• Greet customers warmly and ascertain the reason for their call or visit.
• Issue Resolution: Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Investigate and resolve complex customer issues or complaints promptly and efficiently.
• Data Management: Maintain accurate customer records by updating information in the CRM system.
• Process orders, returns, refunds, and exchanges in accordance with company policies.
• Team Collaboration: Work collaboratively with team members and other departments to resolve customer issues.
• Participate in team meetings and training sessions to enhance product knowledge and customer service skills.
• Performance Targets: Meet or exceed individual and team performance targets, including customer satisfaction and productivity metrics.
• Continuously seek ways to improve personal performance and contribute to overall team success.

Skills, Knowledge & Expertise

• Excellent communication skills, both verbal and written.
• Strong active listening skills and ability to empathise with customers.
• Proficiency in using computer systems, including MS Office and CRM software.
• Ability to multi-task, prioritise, and manage time effectively.
• Previous experience in a customer service or advisory role.
• Ability to work under pressure and handle challenging situations calmly and effectively.