Customer Service Advisor

Description:

Customer Service Advisor - Helpdesk Support

Our client is looking for a Customer Service specialist who is ready to take on a new challenge and is keen to learn a new system. Ideally, someone who works well with others as you would be joining a team of 11 Helpdesk advisors. The role is not IT-focused, but being tech-savvy helps when learning and helping users navigate through the software.

The salary offered for this role is £24,102 per annum with a bonus potential of up to £1200 per annum.

Full-time, permanent, office-based role.

The Company:

We are an outsourcing company which provides customer care, sales, technical support, and collections services. We operate in Europe, North and South America, Asia, and North Africa. In the UK we are located in the north-east area of Leeds, West Yorkshire. 

Assignment Summary:

The primary purpose of the Helpdesk Advisor is to provide telephone customer service to users of software used within the healthcare sector. This will involve correctly identifying if the customer is the authorised caller and applying core categorisation to any of their issues. Assisting the customers with their queries may be required to help with a first-time resolution or directing them to the Help Guide within the software.  Technical issues classed as "Incidents" are to be transferred over to a separate incident team. The Advisors will be given access to the call log which will provide them with a real knowledge base of resolutions for various issues raised by users of the software. The advisor will need to undertake real-time account administration via an automated dialler system and bespoke database.

Responsibilities:

Maintain comprehensive notes of all customer discussions within the call log in line with current procedures.
Resolving issues raised by customers promptly.
Identify third-party issues e.g. integration issues with the software.
Handle inbound calls via the automated Dialler system.
Process data concerning account management, which implies understanding, decision-making, analysis, and good communication skills.
Active participation in all aspects of training and self-accountability for personal development and objectives.
Ensure that all company policies and processes are followed at all times, to guarantee. accurate, objective, and polite conduct and comply with all laws and regulations that apply to this industry in their different jurisdictions where applicable.
Collect Minimum Data Set whilst speaking to the user, to be able to send all the information to an external team, in case the call is categorised as an "Incident".
Additional responsibilities may be added as the needs of the business change and expand.

To qualify for this role, you must:

Have a confident telephone manner.
Have previous experience using different systems/software.
Have previous experience of working in a call centre or similar environment.
Have a background in a customer-facing role.
Have customer service experience.
Have previous experience working in a performance-driven environment.
Have good interpersonal skills (both written and oral).
Take ownership of quality, competence, and results.
To be successful in this role you should:

Have excellent communication skills.
Have a positive and friendly attitude towards customers and colleagues.
Be receptive to feedback and change.
Have an ability to work well under pressure.
Provide attention to detail.
Be service-orientated.
Be proactive.
Be highly flexible and welcome change/improvements.
Working Hours:

Monday – Friday between 8:00 am – 5:15 pm (1st shift 8:00-4:00, 2nd shift 9:15-5:15). The role requires a successful candidate to work all 5 days from the office.

(37 hours per week)

Benefits:

Adherence bonus (£100 per month for achieving 100% adherence).
Free on-site secure parking.
25 days paid holiday plus paid bank holidays (additional days of holidays are rewarded for every 5 years of service).
Good location close to local amenities and bus services.
Eye test vouchers.
Health Assured 24/7 Wellbeing Helpline for employees.
Service Awards.
Team Building Activities are organised throughout the year.
To apply for this exciting opportunity within our friendly team please send us your C.V. now