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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 customer enquiries. The Customer Experience Advisor must ensure 100% customer satisfaction with regards to calls, cases, service and invoice queries, as well as the handling of service failures consistent with Veolia performance standards. People ● Providing a professional and timely response to all customer enquiries ensuring an efficient, effective and recorded log of communication history and resolutions. ● Communication via our omni-channel platforms with full adherence to set SLA’s and department processes and procedures. ● Being the initial point of contact for all customer contacts to provide a resolution in line with the agreed KPIs. ● Build strong relationships with internal and external customers across all business lines and functions. ● Being the initial point of contact for all customer complaints with the aim to provide a resolution in line with agreed KPI and are handled in a professional and effective manner to increase customer satisfaction and improve customer loyalty ● Commit to completing all training in line with set criteria and deadlines. ● Provide information on proof of collections, assist on invoice enquiries and any other general enquiries ● Sales team support: logging and assigning leads to sales team, contract checks, validating information, assisting with pre qualification questionnaires ● Conducting customer reviews for feedback to ensure satisfaction with service ● Complete 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 the Telesales Department,, contract checks, validating information, assisting with pre-qualification questionnaires ● Duty of care to follow through and understand Data Protection, GDPR Confidentiality, Terms & Conditions of Contract Legislation ● Supporting the annual Duty of Care compliance programme ● Adhere to all applicable call flow processes and Quality Assurance requirements ● Adhere to all processes and procedures as set out ● Supporting other teams within the department according to the needs of the business. Customers ● Responsible for 100% internal and external customer satisfaction ● Interact effectively with other members of the customer experience, operations and sales teams ● The Customer Experience Apprentice Advisor is responsible for achieving the KPIs and Objectives: ● All phone calls and live chats are answered in 60 seconds or less. ● 75% of cases closed on a first-time resolution basis in Salesforce ●
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.
