Customer Service Advisor

Job Description

Join us on the journey... We care currently recruiting Customer Service Advisor - Digital Contacts based in our Contact Centre in Birmingham. In this role, you will proactively engage customers’ on digital contact channels ensuring a highly professional and timely response is providedto Digital Contacts that will exceed expectations, retain customer loyalty and avoid adverse publicity.This is a 6 months temporary to permanent contract. The shift pattern will cover 7 days a week, Sunday to Saturday working 38 hours per week. The early shift starts at 08.00 and the late shift ends at 22.00, weekend work is required.You will be required to attend an assessment which will include a multi skills numerical and verbal reasoning and an interview.What youll do...Respond to customer contacts received through a variety of digital channels live chat, social media, emails & text in a professional and timely mannerProactively resolve any customer issues, identifying and reporting the root cause to the appropriate department or personnel.Engage customers on digital channels to initiate interest and positively sell the Company’s products and services to generate sales and maximise all opportunities.Escalate and refer for immediate investigation all serious issues and where there is an issue that requires immediate corrective actionMaintain an up-to-date knowledge of products, services and systems to support the delivery of a high quality and effective customer contact service.Operate computer and manual systems as necessary to process work, maintain accurate records and access information and provide standard reports.Ensure productivity is achieved within company guidelines based on the activities undertaken – calls, letters, emails, etcActively recommend new ways of working including IT platforms and processes to improve our response to digital customer contactMulti task between a number of duties where required, such as, digital contacts & phone.Assess and award compensation, where appropriate, in line with departmental guidelinesCarry out any administrative dutiesThe ability to mirror the customer and respond appropriately.Can actively show empathy to the customer and situation.What youll need...Ability to write emails/text/live chat/ social media to customers to a professional standard for the purpose of clear and effective responses to all contactsAbility to stay calm under pressure and effectively problem solveExperience of delivering excellent customer service in a fast-paced working environmentA pro-active “can do” approachAssertive and diplomaticStrong written communication skills, to include good spelling and grammar.What we offer in return for your hard work and commitment...Free Bus & Coach travel for yourselfComplimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner50% discount for friends and family on full fares on our coach servicesAccess to NX Health BusEmployee Assistance ProgrammeVariety of deals and discounts available through NX online portalNational Express is proud to be a Disability Committed organisation. We therefore welcome applications from disabled candidates. Please let us know in your application if you have any accessibility needs.Things to Note... At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.