Customer Service Adviser

Overview

The Customer Service Adviser works within the Individual Service Group (ISG), within the Enquiries Service Centre (ESC) team, and acts as the first point of contact for individual users of our services from around the world – providing key support and information regarding our services, and application process, and anticipating their needs before, during and after submission of applications.

You will be an ambassador of high standards of customer service ensuring first\-contact resolution is prioritised in all customer interactions.

Service delivery

• Handling enquiries relating to individual applications, via a range of communication channels, within Service Levels – including phone calls, live chat, emails and online messages


• Providing support and comprehensive service information, and guidance, to customers


• Building a rapport with customers and treating all customers with respect


• Responding to customer complaints positively and in a proactive manner


• Deliver high standards of customer service, helping Ecctis to continue to provide high standards of service as recognised through our NPS customer satisfaction programme


• Perform administrative tasks associated with the role

• Following policies and procedures and adhering to GDPR principles


• Supporting with the coaching and development of colleagues, delivering feedback constructively


• Updating customer records with correct and relevant information during customer contact

• Supporting with training new starters and colleagues within the business


• Support the wider team to respond to ever changing priorities and workloads to achieve Service Level Agreements (SLA’s)

• Abide by the Company’s policies and procedures, and actively promote them within the team


• Abide by the Company’s Health and Safety policies and procedures, whilst considering your own health and safety and that of colleagues

• Strong customer service skills, demonstrating patience and supportive approach to a wide range of customers from different backgrounds


• Strong verbal and written communication skills to support high standards of customer service


• Able to work in a fast\-paced environment, with changing priorities and workloads


• Excellent attention to detail, and can demonstrate high levels of accuracy in their work


• Able to multi\-task, between different tasks and systems, to meet the changing priorities and needs of our customers


• Confident and able to work with different technologies to help support our customers


• Work effectively as part of a team, to achieve specified Service Level Agreements (SLAs)

• A supportive and co\-operative team member


• Self\-motivated and takes ownership of their personal learning


• Target driven – working to appropriate KPI’s as outlined within the role


• Passionate about customer service, and cares about the customer and their experience


• Strives for continuous improvement – identifying opportunities during contact with customers


• Comfortable with a fast\-paced environment


• Embraces change and progress


• Uses feedback as a positive tool for change


• Has a passion for education and/or international mobility

• Degree educated (desirable)


• Minimum of GCSE English and Maths grade A\* \- C / 9 \- 4


• Demonstratable experience in a fast\-paced customer service environment – preferably in multi\-channel customer support and administration in a similar environment

Ecctis Ltd is committed to fostering a culture of inclusivity and connectedness. The core of our work involves working internationally with individuals all over the globe with different backgrounds. In recruiting for our organisation, Ecctis Ltd is an Equal Opportunities Employer, and welcomes the unique contributions you can bring; therefore, we specifically welcome applicants of all backgrounds, regardless of race (including colour, nationality, and ethnic or national origin), sex or gender, gender reassignment, sexual orientation, religion or belief, age, marriage or civil partnership, pregnancy and maternity, or disability.

If you are looking for an opportunity to grow your career in a supportive environment while making a difference in customers' lives, we would love to hear from you!

Apply with your CV and a cover letter explaining your motivation and your suitability for the role.

Job Types: Full\-time, Permanent

Pay: £26,250\.00 per year

Benefits:

• Company events


• Company pension


• Cycle to work scheme


• Employee discount


• Free parking


• Health \& wellbeing programme


• Life insurance


• Private medical insurance


• Referral programme


• Sick pay

• Tell us how much experience you have with customer enquiries via a phone, email and live chat and online tools?

• GCSE or equivalent (required)

• United Kingdom (required)

This listing is from indeed. View original listing ↗