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Customer Service Advisor - Virgin Media

Employer
Undisclosed Company
Location
Newry & Mourne, County Down
Salary
Up to £18532 per annum
Closing date
25 Oct 2021

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Customer Service Advisor - Virgin Media

Salary: up to £18,532.80 per annum

Shifts: 40 hours per week. Full flexibility between 8am - 10pm

Training Duration: 6 weeks training - 3 weeks office based, 3 weeks home based.

Contract: Permanent

Equipment is provided.

Location - Frist 3 weeks working from site, returning to home work.

Would you like to be part of something great?

Would you like the opportunity to join a business that have secured a brand new client contract, and be involved from the very beginning? To contribute from initial set up, through to successful launch, and ongoing delivery of service excellence. The opportunity to represent a high profile client, with an exceptional reputation in their industry, and serve their customers to the highest standards? If this sounds interesting, and you have a passion for helping people, the ability to provide a positive customer journey, and can make the sun shine regardless of the problem, then we want to hear from you.

What are we looking for?

We are looking to build a team of Customer Service Agents to provide a brilliant service to consumer and small office / home office customers first time, every time. Our agents are skilled in building fantastic relationships and are equipped to take ownership of and resolve all customer enquiries from bill and account queries across multiple channels to escalated complaint resolution and fault diagnostics Our Agents resolve all customer queries first time - taking full ownership of all customer queries through effective liaison with relevant areas of the business. When dealing with customers, internal and external, our agents demonstrate best practice in terms of taking ownership through to problem resolution, ensuring the customer is satisfied We diagnose and fix faults using our catalogue of tools and software, focusing on fixing it first time across multiple channels, resolving escalated issues without hand-off, and where appropriate, make follow-up outbound calls to customers (e.g. after researching a complex query or to confirm an issue has been resolved) and deal with escalated complaints. All employees have a responsibility to adhere to policies and procedures (e.g. process directory) and legal requirements (e.g. data protection, OFCOM complaint handling processes), which includes using the in-house computer systems effectively to maintain accurate records of each customer contact by updating appropriately.

What do we need from you?

A "passion" for people, with the ability to see beneath the surface, treating everyone with respect and professionalism at all times.

An" empathetic" approach, with the ability to identify and share the feelings of others.

A "want" to deliver a value-added service with the highest regards for quality, to maintain life-long, valuable relationships with our customers, at every interaction.

A "can do" attitude that sees you striving for results, achieving positive outcomes at every possible opportunity, in an environment where Each Interaction Matters

What else do we need from you?

Strong verbal and written skills with the ability to show attention to detail Ability to establish collaborative customer relationships in a fast-paced environment.

A good attitude and the ability to interact with lots of different people.

Professional and friendly telephone manner

Customer Service experience

Experience of working in a target driven environment to a high standard.

PC skills, and the ability to navigate multiple systems competently, with ease.

A good consistent typing speed

The ability to take ownership of situations with positivity, resilience, and a dedicated approach to providing service excellence.

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