Customer Service/ Call centre Advisor/
Adecco
- Airdrie, North Lanarkshire
- Temporary
- Part-time
- Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues.
- Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries.
- Troubleshoots customer problems, identifies the root cause of the problem and uses tools and resources appropriately to determine how to resolve customer problems.
- When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resources. Follows up on escalated issues with coaching and mentoring to learn appropriate solutions and expand overall knowledge.
- Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
- Updates customer information and ensures accurate entry of contact information.
- Meets standards of the job, such as quality standards, adherence to schedule and average handle time.
- May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumers.
High school diploma or GEDGENERAL KNOWLEDGE, SKILLS & ABILITIES
Knowledge of the company's products, services and business operations to enable resolution of customer inquiries
- Excellent customer service skills that build high levels of customer satisfaction. Typically requires two or more years of experience in a call centre or customer service-related job in a service industry.
- Excellent verbal and written communication skills
- Computer navigation and operation skills
- Demonstrates effective people skills and sensitivities when dealing with others
- Ability to work both independently and in a team environment