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- Tasks: Respond to customer inquiries and ensure 100% satisfaction through effective communication.
- Company: Join Veolia, a leader in environmental services committed to sustainability and customer care.
- Benefits: Enjoy a supportive work environment with training opportunities and potential for career growth.
- Why this job: Be the voice of our customers and make a real impact on their experience every day.
- Qualifications: No prior experience needed; just bring your passion for helping others and strong communication skills.
- Other info: Flexible hours available, perfect for students balancing school and work.
The predicted salary is between 28800 - 43200 £ per year.
Purpose: To respond professionally and efficiently to all inbound customer inquiries. The Customer Experience Advisor must ensure 100% customer satisfaction with regards to rates, service and invoice queries, as well as the handling of service failures consistent with Veolia performance standards. Responsibilities: Providing a professional and timely response to customer enquiries e.g lift enquiries, ensuring service failures are minimized where possible Communication via a range of channels including phone calls, live chats, text messages, salesforce cases, and email with full adherence to set escalation procedures Gathering and compiling information to ensure all queries are being handled in a timely, efficient manner between call takers and other customer service teams and functions. Provide rates/quotes, information on proof of collections, assist on invoice enquiries, and any other general queries Conducting customer reviews for feedback to ensure satisfaction with service Director complaints, referrals from Service Centres, calls, website, chat, twitter, facebook are all handled in a professional and effective manner to increase customer satisfaction and improve customer loyalty Build strong relationships with internal and external customers Administrative tasks: logging queries, booking waste collections, sending welcome packs, customer hub registrations and user support, acceptance of waste transfer notes and any other ad hoc administrative duties Sales team support: logging and assigning leads to sales team, contract checks, validating information, assisting with pre-qualification questionnaires To support the business in achieving targeted growth, through up-selling and cross-selling Veolia Products and Services. Duty of care to follow through and understand Data Protection, Confidentiality, Terms & Conditions of Contracts, Legislation Being the initial point of contact for all customer complaints with the aim to provide a resolution in line with agreed KPI Supporting the annual price increase programme Supporting the annual duty of care compliance programme Adhere to all applicable call flow processes and Quality Assurance requirements Supporting other teams within the department according to the needs of the businessDesirable Previous customer service experience Customer service qualification Previous experience within the waste industry Commercial awareness Previous experience of using CRM applications e.g Salesforce Ability to speak another languageQualifications, role specific Knowledge & Skills A commitment to providing a great customer experience Excellent written & verbal communication Strong interpersonal skills Attention to detail Must possess excellent telephone etiquette Proven ability to work under pressure Focused and self-motivated Patient and able to effectively handle conflict situations and provide empathy Ability to multitask Computer literacy Typing 40 w.p.m. Working knowledge of Google Office Applications (Sheets/Docs)
Customer Service Advisor employer: Guidant Global
Contact Detail:
Guidant Global Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Familiarize yourself with the key performance indicators (KPIs) mentioned in the job description. Understanding these metrics will help you demonstrate your ability to meet and exceed them during the interview.
✨Tip Number 2
Practice your communication skills, especially in handling customer complaints. Role-playing different scenarios can prepare you for the types of inquiries you might face and show your problem-solving abilities.
✨Tip Number 3
Research Veolia's services and values to align your responses with their company culture. This knowledge will help you build rapport with the interviewers and show that you're genuinely interested in the role.
✨Tip Number 4
Be ready to discuss your experience with CRM systems like Salesforce. Highlighting your familiarity with such tools will demonstrate your capability to log queries and manage customer interactions effectively.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Customer Service Advisor position. Understand the key responsibilities and required skills, such as handling customer inquiries and ensuring satisfaction.
Tailor Your CV: Customize your CV to highlight relevant experience in customer service. Emphasize any previous roles where you successfully managed customer inquiries or complaints, and showcase your ability to meet KPIs.
Craft a Strong Cover Letter: Write a cover letter that reflects your enthusiasm for the role. Mention specific examples of how you've provided excellent customer service in the past and how you can contribute to achieving the company's performance standards.
Highlight Communication Skills: In both your CV and cover letter, emphasize your communication skills. Provide examples of how you've effectively interacted with customers and resolved issues, as this is crucial for the Customer Service Advisor role.
How to prepare for a job interview at Guidant Global
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Service Advisor. Familiarize yourself with the key performance indicators (KPIs) and how they relate to customer satisfaction. This will help you demonstrate your knowledge during the interview.
✨Showcase Your Communication Skills
Since the role involves interacting with customers across various platforms, be prepared to discuss your communication style. Provide examples of how you've effectively resolved customer inquiries or complaints in the past.
✨Demonstrate Problem-Solving Abilities
Prepare to share specific instances where you've successfully handled service failures or customer complaints. Highlight your approach to finding solutions and how it led to increased customer satisfaction.
✨Familiarize Yourself with Company Values
Research Veolia's values and mission statement. Be ready to explain how your personal values align with theirs, especially regarding customer care and service excellence. This shows your commitment to the company's goals.
