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For Companies At a Glance
- Tasks: Assist customers via phone and online, resolving inquiries and issues.
- Company: Join Pontoon, a consultancy dedicated to enhancing workplace diversity and inclusion.
- Benefits: Earn £12.21 per hour with flexible part-time hours, perfect for students.
- Why this job: Gain valuable customer service experience while working in a supportive environment.
- Qualifications: High school diploma required; previous customer service experience preferred.
- Other info: 100% office-based role with opportunities for coaching and mentoring.
PART TIME - Customer Service/ Call centre Advisor
6 months contract
Part time - 20 hours per week
Cumbernauld
£12.21 per hour PAYE
100% office based including training
Part time - 20 hours - 3 evenings + 1 weekend shift - the weekend shift will be an 8-hour shift from 7am - 11pm flexible.
Job Description Summary
Provide customer support to consumers via telephone and/or Internet, e.g., instant message, email. Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty, or billing/payment.
GENERAL DUTIES & RESPONSIBILITIES
- Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues.
- Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries.
- Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.
- When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
- Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
- Updates customer information and ensures accurate entry of contact information.
- Meets standards of job, such as quality standards, adherence to schedule and average handle time.
- May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.
Responds to a high volume of inquiries about FIS's products and services. Questions and issues are predominantly routine but associate must be able to deviate from standard scripts and procedures as needed. Is able to effectively calm upset customers and end a negative situation positively. May coach and share information with professionals with less experience and/or expertise.
EDUCATION REQUIREMENTS
High school diploma or GED
GENERAL KNOWLEDGE, SKILLS & ABILITIES
- Knowledge of the company's products, services and business operations to enable resolution of customer inquiries.
- Excellent customer service skills that build high levels of customer satisfaction. Typically requires two or more years of experience in a call centre or customer service-related job in a service industry.
- Excellent verbal and written communication skills.
- Computer navigation and operation skills.
- Demonstrates effective people skills and sensitivities when dealing with others.
- Ability to work both independently and in a team environment.
Please apply with an up-to-date CV which must show evidence of the above to be considered. Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you.
Pontoon is an employment consultancy, we put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.
Customer Service Associate - Part Time employer: Pontoon
Contact Detail:
Pontoon Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Associate - Part Time
✨Tip Number 1
Familiarise yourself with FIS's products and services. Understanding what you’ll be supporting will not only help you answer customer queries more effectively but also show your genuine interest in the role during any discussions.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Role-playing common customer scenarios with a friend can help you feel more confident in handling inquiries and resolving issues on the spot.
✨Tip Number 3
Be prepared to demonstrate your problem-solving abilities. Think of examples from your past experiences where you successfully resolved customer issues, as this will highlight your capability to handle similar situations in this role.
✨Tip Number 4
Showcase your flexibility and willingness to work evenings and weekends. Since the role requires shifts during these times, emphasising your availability can make you a more attractive candidate.
We think you need these skills to ace Customer Service Associate - Part Time
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service or call centre roles. Emphasise skills such as communication, problem-solving, and your ability to handle high volumes of inquiries.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the job description. Mention your experience with customer support, your ability to resolve issues, and how you can contribute to the team at Pontoon.
Showcase Relevant Skills: In your application, clearly demonstrate your excellent verbal and written communication skills. Provide examples of how you've successfully managed customer inquiries and resolved issues in previous roles.
Follow Application Instructions: Ensure you submit your application through our website, including all required documents. Double-check that your CV is up-to-date and reflects the qualifications mentioned in the job description.
How to prepare for a job interview at Pontoon
✨Know the Company and Its Products
Before your interview, take some time to research the company and its products. Understanding what they offer will help you answer questions more effectively and show your genuine interest in the role.
✨Demonstrate Your Customer Service Skills
Prepare examples from your past experiences that highlight your customer service skills. Be ready to discuss how you've handled difficult situations or resolved customer issues, as this is crucial for a Customer Service Associate.
✨Practice Active Listening
During the interview, make sure to listen carefully to the questions being asked. This will not only help you provide better answers but also demonstrate your ability to understand and respond to customer inquiries effectively.
✨Show Flexibility and Team Spirit
Since the role requires working evenings and weekends, express your willingness to be flexible with your schedule. Additionally, highlight your ability to work well in a team, as collaboration is key in a customer service environment.
