At a Glance
- Tasks: Provide top-notch support to customers via phone, email, and social media.
- Company: Join a dynamic team focused on enhancing customer experiences.
- Benefits: Flexible working hours, competitive pay, and opportunities for growth.
- Other info: Supportive environment with a commitment to inclusivity and career development.
- Why this job: Make a real difference in customer satisfaction while developing your skills.
- Qualifications: Fluent Welsh speaker with customer service experience and IT skills.
The predicted salary is between 25000 - 30000 £ per year.
Please note Welsh language skills are an essential requirement for this role.
Provide first line support to customer enquiries and complaints across telephone, email and other channels supporting projects such as, fflecsi, Concessionary Travel Cards, Transport for Wales Passenger Assist along with supporting other projects as required and where contracts are secured.
- Role responsibilities
- Support the successful operation of the Contact Centre by providing first line telephone support along with email and social media channel support to customers by undertaking varied actions in line with our projects.
- Responding to customer queries (inbound and outbound) and complaints by communicating via telephone, live chat, email and social media to resolve issues in a timely manner ensuring a high-quality service to our customer.
Provide accurate and consistent information in response to queries/complaints to deliver the highest level of service across all contracts managed by the Contact Centre.
- Complete daily administrative tasks on various systems to ensure seamless operation of all the telephony service contracts undertaken by the Customer Experience Advisors.
Use the CRM system to respond to customer emails in a professional and timely manner.
- Demonstrate a comprehensive understanding of various Tf W projects by keeping abreast of changes to ensure that information is effectively communicated to customers.
- Use initiative to inform customers of any potential changes, gaining insight by building relationships with various internal and external stakeholders to ensure a positive end to end customer experience.
- Provide ad-hoc support to other projects as needed by flexibly adapting workload to maintain the highest level of customer satisfaction.
- Respond to high volumes of calls/emails efficiently by adhering to the service level agreement/key performance indicators (KPIs) to enhance a positive customer experience.
- Who we're looking for
- Fluent Welsh language skills, including reading, writing, speaking and understanding.
- Previous experience working in a customer service role.
- Experience of using a variety of IT systems and Familiarity with Microsoft Office software (Including Microsoft Excel).
- Experience handling high volumes of customer queries and complaints.
- Experience of communicating to customers through email channels.
- Welsh Language Skills
Welsh language skills are an essential requirement for this role.
We're a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role if you are successful.
Customer Experience Advisor in Pontypridd employer: TfW Business Daily Group
Transport for Wales is an exceptional employer, dedicated to fostering a supportive and inclusive work environment that prioritises employee well-being and professional growth. With a strong commitment to safety and sustainability, employees are empowered to make a meaningful impact on the future of transport in Wales while benefiting from opportunities for training, including Welsh language courses. Join us in shaping a multimodal transport network that enhances the lives of our communities.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Advisor in Pontypridd
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TfW Business Daily Group. 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 TfW Business Daily Group 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 Experience Advisor in Pontypridd
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 TfW Business Daily Group:Your cover letter is your chance to shine! Tell us why you want to work at TfW Business Daily Group 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 TfW Business Daily Group!
How to prepare for a job interview at TfW Business Daily Group
✨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.
