At a Glance
- Tasks: Provide top-notch customer service via calls and emails, resolving client queries efficiently.
- Company: Join Macro, a global leader in facilities management with a focus on innovation.
- Benefits: Enjoy a supportive culture, flexible working hours, and opportunities for personal growth.
- Other info: Work in a dynamic environment with a commitment to diversity and inclusion.
- Why this job: Be part of a team that values excellence and makes a real impact on clients' experiences.
- Qualifications: GCSEs including English, customer service experience, and strong communication skills required.
The predicted salary is between 18900 - 23100 £ per year.
About Us
Macro is a recognised global specialist in facilities management, providing cutting-edge services to some of the most prominent brands offering workplace design, helpdesk services, interim property management, and providing solutions to making buildings healthier, smarter and sustainable by using advanced technological solutions. We are driven by a commitment to excellence in everything we do. Our values - Drive for Better, Delight Customers, Do What's Right and Develop People - shape our culture and guide our decision-making. Our strategic priorities focus on Everyday Excellence, Outstanding Experience, and Everlasting Impact. Join our team to contribute to an organisation that prioritises innovation and technology. Experience the perfect blend of opportunity and community, where you will benefit from a supportive and people-focused culture.
About The Role
As a Customer Service Advisor, you will provide a professional, responsive, and customer-focused helpdesk service, handling calls and emails, coordinating requests, following up on outstanding actions, and supporting the effective resolution of client queries. The ideal candidate will have a polite and professional telephone manner, strong coordination and organisational skills, logical thinking and problem-solving ability, and the ability to remain calm under pressure. You will be articulate, punctual, and able to take instructions, retain information, work both independently and as part of a team, and contribute positively to team discussions.
Working Pattern: 3 days on / 3 days off, 8:00 AM - 5:00 PM, including a one-hour lunch break. Weekly Hours: 28 hours (average week).
Key Responsibilities
- Handle all telephone calls in a professional, prompt, and courteous manner.
- Manage emails efficiently and respond to them promptly and appropriately.
- Maintain a high level of customer service when dealing with all helpdesk calls for clients using the helpdesk systems provided.
- Ensure the timely and accurate transfer of calls, logging of tasks, and completion of follow-ups.
- Follow up on outstanding events and actions as required.
- Positively contribute to the team's achievement of established performance targets.
- Adhere to company policies and procedures at all times.
- Undertake all duties and responsibilities associated with the shift being worked.
Administration
- Maintain and deliver appropriate quality standards and processes at all times.
- Keep accurate and up-to-date records of all helpdesk calls.
- Assist with general team administration and ensure that all relevant documentation is kept up to date.
- Report system faults promptly and appropriately.
Communication
- Respond to all client requests promptly and elevate complaints to the appropriate level where required.
- Be proactive in obtaining relevant client information to support the effective resolution of requests.
- Maintain effective and professional communication with contractors and customers.
- Ensure appropriate use of language and terminology at all times, particularly when communicating from the operational desk.
- Promptly read and respond to management communications as required.
About You
Essential
- Educated to GCSE level, including English at Grade C or above, or equivalent qualification/experience.
- Willingness and availability to work weekends.
- Experience providing helpdesk telephony and/or customer service.
- Ability to communicate effectively with clients, contractors, and other stakeholders, as appropriate.
- Working knowledge of IT tools, including MS Windows, Excel, Outlook, the internet, and system databases.
- Reasonable typing speed.
- Fluent in English, both spoken and written.
- Awareness of workplace health, safety and environmental issues.
- Ability to remain flexible and respond effectively in the event of system failures or the implementation of disaster recovery procedures.
Desirable:
- Awareness of building services.
- Familiarity with facilities management operations.
Diversity Statement
We want to create a workplace where everyone feels safe to bring their whole selves to work. We recognise that every individual has different needs. This is Me is Macro's EDI campaign, a commitment to understanding and supporting those needs, both professionally and personally. Our aim is to help identify and acknowledge individual needs that may impact work-life experience. It's about being proactive, learning from one another, and creating a supportive space that encourages growth and productivity. Should you need to discuss any reasonable adjustments or require guidance about our recruitment process, please contact careers@macro-group.com to speak to a member of our team.
Customer Service Advisor employer: Macro
At Macro, we pride ourselves on being an exceptional employer, offering a supportive and people-focused culture that prioritises innovation and technology. As a Customer Service Advisor in London, you will enjoy a flexible working pattern, opportunities for personal growth, and a commitment to excellence that empowers you to make a meaningful impact within our team. Join us to be part of a dynamic environment where your contributions are valued and your professional development is nurtured.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Macro. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Macro before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Macro:Your cover letter is your chance to shine! Tell us why you want to work at Macro specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Macro!
How to prepare for a job interview at Macro
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
