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- Tasks: Respond to customer inquiries via phone, chat, and email while ensuring satisfaction.
- Company: Join Veolia, a leader in environmental services committed to sustainability.
- Benefits: Enjoy flexible working options, competitive pay, and opportunities for growth.
- Why this job: Be part of a dynamic team focused on customer satisfaction and making a difference.
- Qualifications: Previous customer service experience and strong communication skills are essential.
- Other info: Opportunity to up-sell and cross-sell products while supporting a sustainable future.
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)
Contact Detail:
Guidant Global Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Familiarise yourself with the waste industry and Veolia's services. Understanding the products and services we offer will help you answer customer queries more effectively and demonstrate your knowledge during interviews.
✨Tip Number 2
Practice your communication skills, especially over the phone and through live chat. Role-playing different customer scenarios can help you become more comfortable and confident in handling various inquiries and complaints.
✨Tip Number 3
Showcase your ability to multitask by preparing examples of how you've managed multiple responsibilities in previous roles. This is crucial for a Customer Service Advisor, as you'll need to juggle various tasks while maintaining high service standards.
✨Tip Number 4
Highlight your experience with CRM applications like Salesforce. If you have used similar systems, be ready to discuss how you leveraged them to improve customer interactions and streamline processes.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience and skills. Emphasise your ability to handle inquiries, resolve complaints, and provide excellent customer support, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your commitment to ensuring customer satisfaction. Mention specific examples from your past experiences that demonstrate your problem-solving skills and ability to work under pressure.
Showcase Communication Skills: Since the role involves various communication channels, highlight your proficiency in both written and verbal communication. Provide examples of how you've effectively communicated with customers in previous roles.
Research the Company: Familiarise yourself with Veolia's services and values. Understanding their commitment to customer satisfaction and sustainability will help you align your application with their goals and demonstrate your genuine interest in the company.
How to prepare for a job interview at Guidant Global
✨Showcase Your Customer Service Skills
Make sure to highlight any previous customer service experience you have. Be ready to share specific examples of how you've handled inquiries or resolved complaints in the past, as this will demonstrate your ability to provide excellent customer experiences.
✨Familiarise Yourself with the Company
Research Veolia and its services before the interview. Understanding their values, mission, and the specific products they offer will help you tailor your responses and show that you're genuinely interested in the role.
✨Practice Effective Communication
Since the role involves various communication channels, practice articulating your thoughts clearly and concisely. You might be asked to role-play a customer interaction, so being comfortable with both verbal and written communication is key.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss how you would handle service failures or difficult customer situations. Think of examples where you've successfully resolved issues and be ready to explain your thought process and the steps you took to achieve a positive outcome.
