At a Glance
- Tasks: Provide exceptional customer support for animal lovers through calls and emails.
- Company: Join a passionate team at Dogs Trust, dedicated to animal welfare.
- Benefits: Flexible hours, competitive pay, and the chance to make a difference.
- Other info: Great opportunity for personal growth in a supportive environment.
- Why this job: Be the voice of Dogs Trust and help those in need while loving what you do.
- Qualifications: Strong customer service skills and empathy in high-pressure situations.
The predicted salary is between 18900 - 23100 £ per year.
Do you have incredible customer service skills in a high demand environment and a passion for animals? We are recruiting for Customer Support Centre Advisors to act as the main point of contact for a wide range of queries from our supporters, members, adopters, customers and members of the public.
What does this role do? As Customer Support Centre Advisor, you'll:
- Respond to Dogs Trust customers, supporters, members, adopters and members of the public via multiple channels including, but not limited to inbound calls, outbound calls and multiple email channels.
- Respond sensitively and efficiently to all calls, following our set policies, procedures, and guidelines.
- Identify the circumstances, needs and aims of the customer using appropriate questioning techniques and respond appropriately.
- Achieve and maintain key performance indicators; including but not limited to average talk time, call/email quality and after call work.
- Record all customer interaction accurately on relevant in-house systems as appropriate, in line with agreed standards and procedures.
- Act as an advocate for the Dogs Trust brand and, as the voice of Dogs Trust, always uphold the organisation's reputation.
To be successful in this role, you will have exceptional listening skills, with experience of providing excellent customer service in a high demand environment. You'll be skilled in handling telephone and email conversations sensitively and empathetically, as this role involves communicating with customers who may be distressed, confused or aggressive. You'll be resilient, proactive and have a good working knowledge of Microsoft Office (inc. Word, Excel, PowerPoint and Outlook) with the experience of using web-based resources and electronic systems.
Customer Support Centre Advisor employer: Dogs Trust
As a Door-to-Door Sales Executive with Dogs Trust, you will join a passionate team dedicated to making a difference for dogs in need. Our supportive work culture fosters personal growth and offers comprehensive training, ensuring you feel confident in your role while enjoying the flexibility of part-time hours. With competitive earnings and performance bonuses, this position not only provides meaningful work but also the opportunity to connect with your community and inspire positive change.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Centre Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dogs Trust. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dogs Trust before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Centre Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dogs Trust:Your cover letter is your chance to shine! Tell us why you want to work at Dogs Trust specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dogs Trust!
How to prepare for a job interview at Dogs Trust
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
