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Digital Customer Services Advisor

Employer
Undisclosed Company
Location
Tyne and Wear, Houghton Le Spring
Salary
£16900 - £18541 per annum
Closing date
12 Dec 2018

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At Npower, our customers are our most important stakeholders. We're looking for dedicated and professional customer services experts, who will ensure our customers are receiving the best level of service possible when dealing with us.

What to expect

In your new role as a Digital Customer Services Advisor, you'll be handling inbound web chats from our customers who require assistance with billing, tariff changes, and payment methods. You'll review each customer's situation and circumstance and discuss the best billing options, payment method, or tariff for them, giving advice that is backed up by expert knowledge of our services, specifically within our digital space.

You'll be providing insights into exactly how bills are worked out to our customers, as well as whether tariffs are fit for purpose, translating information to both customers and internal employees and managers in an easy to understand manner. You'll handle complaints and queries, resolving or escalating as necessary and ensuring interactions remain positive and in line with our company guidelines.

About you

You'll have a resilient and assertive attitude to customer services, using strong problem-solving and negotiation skills to create win / win solutions on a daily basis. You'll be capable of displaying patience and empathy where appropriate, and using your exceptional communication skills to ensure all customer interactions result in a positive outcome.

You'll be a team player who is used to working to targets in a call centre environment. You'll have strong IT skills, as you'll be accessing and updating customer information on a daily basis, and of course responding to customers via web chat. Full training is provided, but previous experience of managing web chat or digital customer service enquiries is highly advantageous.

Benefits

You'll join us as a Digital Customer Service Advisor on a competitive salary between £16,900 and £18,541 depending on experience and skills, which includes a shift allowance of £1,395. You'll also have access to uncapped on-target earnings. Your working hours will be 11:00 to 20:00 from Tuesday to Friday & 4 hour shift on Saturday. You'll also have full access to Npower's excellent range of employee benefits, including many discounts and perks.

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