Customer Service Advisor

Customer Service Advisor Job Specification

The Customer Service Advisor will need to ensure that our customers are satisfied with our product and service therefore maintaining profitable customer relationships.

Role

The role of the Customer Service Advisor/Trainer will be to train and maintain our existing customers and follow up on revenue and any technical issues our customers may have. Your goal will be to make sure our customers are successfully using our systems and making sure they are happy with the services. The Customer Services department are also the voice of the business answering a majority of inbound calls.

This will include;

Customer Service calls to ensure current members know how to use and are using our system continuously.

• Guiding members through training on our system.
• Ensuring our customers are on the right subscription level and if not upgrading their account.
• Dealing with any complaints our customers may have about other customers.
• Any technical issues the members may have with our website or mobile application.
• Ensuring the Database is as up to date as possible always.
• Answering inbound calls.
• Responding to technical queries.

Requirements

This is an active role and the candidate will need to have the below skills and experience;

• Previous Customer Service experience
• Experience in a coaching and development environment would be ideal
• They need to be able to communicate clearly, both written and verbally.
• They will need to be able to handle complaints, even when speaking to unhappy customers.
• They will need to be patient especially with customers who's first language may not be English
• Is willing to work as a team player and hit targets.
• Has a good knowledge of IT.
• Can be self-motivated, diplomatic, and reliable.
• An additional language spoken would be advantageous