Customer Service Advisor

Job Description

Join us on the journey... We have an exciting opportunity for a Customer Service Advisor to be part of our Digital Contacts team based at our Contact Centre in Birmingham. In this role you will proactively engage customers’ on digital contact channels ensuring a highly professionaland timely response is provided to Digital Contacts that will exceed expectations and retain customer loyalty.Working hours will be Sunday to Monday between 0800 - 2200 including Bank Holidays on a rolling rota.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 for add on sales.Escalate and refer for immediate investigation all serious issues, including specifically those that relate to employees, safety, race, disability, claims for lost, damaged property or personal injury and where there is an issue that requires immediate correctiveactionMaintain 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 – digital 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 guidelinesEscalate any issue that is likely to cause recurring issues immediately.Carry out any administrative duties or tasks within the scope, spirit and purpose of the job as requestedby the managerThe ability to mirror the customer and respond appropriately and 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 servicesCompany pensionEmployee Assistance programmePrivate online GP serviceLife assuranceVariety of deals and discounts available through NX online portalEndless opportunities for progression within the business!National 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.