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- Tasks: Handle customer enquiries and resolve issues with a focus on building trust.
- Company: Join a global professional services firm known for innovation and collaboration.
- Benefits: Hybrid work setup, inclusive culture, and opportunities for skill development.
- Why this job: Make a real impact by helping customers and driving process improvements.
- Qualifications: GCSEs in Maths and English, plus 2 years in customer service.
- Other info: Dynamic environment with a commitment to inclusivity and career growth.
The predicted salary is between 30000 - 42000 £ per year.
Location: Glasgow
Role Type: Contract - 6 months
Work Setup: Hybrid - 3 days in office
Who We Are: Robert Walters is the world's most trusted talent solutions business. Across the globe, we deliver recruitment, outsourcing, and talent advisory services for businesses of all sizes.
Who You Will Work With: Our client is a global professional services firm that provides strategic guidance and specialized expertise while fostering a collaborative, growth-oriented environment.
What you will do:
- Handle customer enquiries across all channels professionally and efficiently, owning issues through to resolution.
- Build trust by resolving queries and complaints and demonstrating strong knowledge of the Mercer Money platform.
- Maintain accurate records and comply with policies, procedures, and legislation.
- Deliver high-quality case management with strong attention to detail, achieving CSAT scores of 9+ and meeting QA standards.
- Manage sensitive issues effectively and build strong relationships with colleagues, internal/external partners, and other parties.
- Take full ownership of tasks and projects, driving them through to successful completion and champion customers by raising and escalating issues outside standard processes.
- Share and maintain knowledge to support team effectiveness and proactively identify process improvement opportunities.
- Meet SLAs and operational KPIs, including timely responses and follow-ups.
- Aim for first-contact resolution using CRM systems effectively and accurately.
What you bring:
- GCSE level education (Maths and English) with at least 2 years' experience in a telephony-based customer service role; live chat experience desirable.
- Strong customer focus with excellent listening, communication, and rapport-building skills.
- Resilient and open to feedback, able to work effectively under pressure.
- Confident user of computers and standard software packages, including Microsoft Office.
What's Next: If you are ready to take the next step, apply now. Successful applicants will be contacted directly by a recruiter to discuss the role more. We are committed to creating an inclusive recruitment experience. If you require support or adjustments to the recruitment process, our Adjustment Concierge Service is here to help.
Customer Service Associate in Glasgow employer: Robert Walters
Contact Detail:
Robert Walters Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Associate in Glasgow
✨Tip Number 1
Get to know the company before your interview! Research their values, culture, and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common customer service scenarios and how you'd handle them. This will boost your confidence and prepare you for those tricky questions during the interview.
✨Tip Number 3
Don’t forget to showcase your soft skills! Communication, empathy, and problem-solving are key in customer service roles. Share examples from your past experiences that highlight these abilities.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about landing the job. Let’s get you that Customer Service Associate position!
We think you need these skills to ace Customer Service Associate in Glasgow
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Associate role. Highlight your relevant experience, especially in telephony-based customer service, and show how you can handle enquiries efficiently.
Showcase Your Skills: Don’t forget to emphasise your strong communication and rapport-building skills. We want to see how you can build trust with customers and resolve issues effectively, so give us examples of when you've done this before!
Be Detail-Oriented: Attention to detail is key in this role. Make sure your application is free from typos and errors, and demonstrate your ability to maintain accurate records in your previous roles. This will show us you’re serious about quality!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process. Let’s get started!
How to prepare for a job interview at Robert Walters
✨Know the Company Inside Out
Before your interview, take some time to research the company and its values. Understand their mission and how they operate, especially in customer service. This will help you align your answers with what they’re looking for and show that you’re genuinely interested in being part of their team.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences where you successfully handled customer enquiries or resolved complaints. Highlight your ability to build trust and rapport with customers, as well as your attention to detail in case management. This will demonstrate that you have the skills they need for the role.
✨Practice Active Listening
During the interview, make sure to listen carefully to the questions being asked. Respond thoughtfully and ask clarifying questions if needed. This not only shows your communication skills but also reflects your customer-focused approach, which is crucial for a Customer Service Associate.
✨Be Ready for Scenario Questions
Expect to be asked about how you would handle specific customer service scenarios. Think about potential challenges you might face in the role and prepare your responses. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
