Location: Canary Wharf, Greater London, United Kingdom
Client: Philip Morris / Swedish
Hours: 40 paid hours per week, typically Monday – Friday 8am-5pm
Role Overview
As a Consumer Care Advisor, you will be the first point of contact for our Consumers, ensuring they receive assistance via live chat, phone, email, video or social media. You will answer and resolve enquiries across these channels, maintaining excellent customer service and meeting consumer expectations. You will also manage outbound communication to support consumer retention through support and tailored offers.
Responsibilities
- Address consumer needs by developing and maintaining strong knowledge of the client’s products and portfolio of devices, consumables, and programs.
- Manage interactions through agreed processes and provide consumers with a consistently high standard of service.
- Utilise product knowledge to solve consumer pain points and overcome objections.
- Tailor tone of voice and messaging to align with consumer queries.
- Maintain system understanding to support consumers in an omni‑channel way.
- Interact with consumers via multi‑channel environments, supporting queries, answering questions, providing essential support and coaching.
- Accurately capture consumer needs in systems and direct resolution to appropriate teams where required.
- Support the assigned line of business and share consumer insights.
- Identify opportunities for improvement and support the team in achieving objectives.
Qualifications
- Clear, correct, complete, and concise communication across written and verbal channels.
- Excellent grammar and spelling skills for written communication.
- Empathy, active listening, rapport building, and communication skills to handle diverse consumer personalities.
- Proactive approach to spotting improvement opportunities, providing feedback and insights.
- Willingness and drive for continuous learning and self‑education.
- Problem‑solving abilities to handle requests of varying difficulty.
- Accurate capture of interaction summaries in systems.
- Proficiency with Google tools and the client’s computer technology and systems.
Benefits
- Fun and sociable team environment.
- Eye test vouchers and discounts.
- Discounted corporate gym membership via Gym Flex.
- Involvement with local charities and fundraising days.
- Paid reward of £500 for recommending a friend.
- Apprenticeships, qualifications and career flight path schemes.
- Perkbox rewards for recognition and reward schemes.
Operational Days and Hours
With given notice, the organization reserves the right to change working hours.
Systems & Training
Full training will be provided, including ongoing training, a complete company induction covering data protection and interpersonal skills, and support for all relevant systems.
Achievement Results and Opportunity for Growth
Consumers Service Advisors are required to meet established individual SMART objectives set for productivity, customer satisfaction, data capture accuracy, and call quality, communicated by the Team Leader.
