Accountancy
120
Agriculture, Fishing
1
Finance, Insurance
85
Call Centres
0
Catering & Hospitality
100
Construction, Property
128
Customer services
71
Defence/Armed Forces
70
Education
3
Electronics
66
Engineering, Manufacturing 106
Graduate, Trainees
72
Healthcare & Nursing
82
Human resources
67
IT & Internet
424
Legal
74
Management consultancy 61
Marketing, Advertising, PR 64
Media, Creative
4
Non-profit, Charities
0
Public sector & Services
7
Recruitment sales
82
Retail, Wholesale
78
Restaurant & Food Service 11
Sales
131
Science
17
Secretarial, Administration 30
Security
0
Senior appointments
3
Telecommunications
2
Transport, Logistics
6
Travel, Leisure, Tourism
29
Other
66
| |
Accountancy
0
Agriculture, Fishing
0
Finance, Insurance
0
Call Centres
0
Catering & Hospitality
0
Construction, Property
0
Customer services
0
Defence/Armed Forces
0
Education
0
Electronics
0
Engineering, Manufacturing 0
Graduate, Trainees
0
Healthcare & Nursing
0
Human resources
0
IT & Internet
0
Legal
0
Management consultancy 0
Marketing, Advertising, PR 0
Media, Creative
0
Non-profit, Charities
0
Public sector & Services
0
Recruitment sales
0
Retail, Wholesale
0
Restaurant & Food Service 0
Sales
0
Science
0
Secretarial, Administration 0
Security
0
Senior appointments
0
Telecommunications
0
Transport, Logistics
0
Travel, Leisure, Tourism
0
Other
0
| |
|
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Section: Customer services Vacancy 231 |
| Post:Customer Service Advisor
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Salary contractual |
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| Requirements and conditions |
| Age: |
Has no value
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| Gender |
Has no value
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| Education: |
no
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| Work schedule: |
Has no value
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| Work place: |
Edinburgh
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| The announcement text: |
Job Purpose
The purpose of this job is to resolve and process customer enquiries, at first point of contact, covering a range of products and services, identifying and understanding customer needs and providing a consistently high quality service to enhance the customer experience and loyalty. This position represents the responsibilities and activities required to resolve those simple, high volume customer enquiries that are common across the product range or to resolve simple specialist enquiries.
Principle Accountabilities
1. Resolve, high volume customer enquiries that are common across the product range or simple specialist enquiries to deliver customer value at first point of contact
2. Investigate and resolve routine customer complaints at first point of contact to ensure delivery of an efficient and effective service to the customer
3. Provide accurate information on products and services to ensure consistency across the organisation and provide a reliable and trustworthy customer service
4. Promote and sell a wide variety of products and services to increase customer loyalty and complement existing product holdings, using prompts delivered by new technology
5. Operate and maintain customer related information systems to maintain accurate records and access information to enable work to be processed.
6. Promote the British Gas business, its products and services to build the highest reputation with its customers
Jobholders will respond to customers through a variety of channels including telephone (both inbound and outbound), internet and written correspondence as appropriate. Jobholders will be expected to acquire detailed knowledge of product ranges and excellent service and sales skills to enable them to provide service excellence and progress sales opportunities when appropriate.
Customer Service Advisors at Position 1 will offer an excellent level of customer service, pro-actively serve customers across their product portfolio, cross-sell additional products and resolve a wide range of common, high-volume customer enquiries across the product range. As well as CSAs who handle the common high volume enquiries, there will be CSAs who perform specialist roles and due to the nature these specialist enquiries, may not be required to cross-serve and cross-sell.
The job holder will follow clear instructions and guidelines to resolve customer enquiries at first point of contact. These guidelines will also prompt the agent to promote and sell appropriate products. Training is given to enable the postholder to build rapport and determine appropriate solutions for the customer.
Constant monitoring, coaching and development will be given to the Customer Service Adviser to ensure continuous improvement.
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| Contact information |
| Employer: |
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| Email: |
515@sheffieldcareer.informnow.com
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| Phone: |
0161 475 0810
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Publication date: 2009-03-19 08:29:14
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