Job Description
Job Title: Customer Service Advisor
Department: Customer Services
Reports To: Customer Service Team Manager
Level: 1
Purpose of the role
the purpose of the roleis to deal directly with customer queries and questions, for our clients’ promotional campaigns.
Skills and experience
- Ability to speak and write in XXX language to a native level
- Experience in successfully dealing with customers in a fast-paced environment
- Competent computer skills and experience with Microsoft Office (e.g. Outlook, Excel)
- Dedication and motivation to helping customers
- Professional and positive attitude
- Excellent interpersonal and communication skills (both verbal and written)
- Ability to work efficiently and to a high-quality standard
- Good understanding of GDPR practices
Main duties
- Efficiently addressing customer queries via phone and email, providing quality advice/information
- Professionally handling inbound calls from consumers and distributors
- Processing inbound promotional claims accurately and efficiently
- Resolving queries and keeping customers updated on the status of their enquiry
- Delivering the highest level of customer service at all times
- Setting an example to the team with a positive and professional attitude
- Making effective use of down time by assisting colleagues with other tasks
- Fulfilling any other ad-hoc duties
Competencies
Autonomy
- Works under supervision
- Uses little discretion
- Is expected to seek guidance in unexpected situations
Influence
- Minimal influence
- May work alone or interact with immediate colleagues
Complexity
- Performs routine activities in a structured environment
- Requires assistance in resolving unexpected problems
Knowledge
- Has a basic, generic level of knowledge appropriate to area of work
- Applies newly acquired knowledge to develop new skills
Business Skills
- Has sufficient communication skills for effective dialogue
- Demonstrates an organised approach to work
- Uses basic systems and tools, follows simple processes
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