Customer Service Advisor - Birmingham, United Kingdom - National Express

National Express

Verified Company

Birmingham, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Join us on the Journey
:

We have an exciting opportunity for
Customer Service Advisors - Calls, based in our contact centre in
Birmingham, who will ensure a highly professional, appropriate and timely response is provided to all our customers while exceeding expectations and retaining customer loyalty.

What you'll do...

Respond to general enquiries, sales contacts and complaints received through a variety of contact channels in a professional and timely manner.
Proactively resolve any customer issues, identifying and reporting the root cause to the appropriate department or personnel.
Promote, initiate interest and positively sell the Company's products and services to generate sales and maximise all opportunities for add on sales.
Operate computer and manual systems as necessary to process work, maintain accurate records and access information and provide standard reports.
Maintain an uptodate knowledge of products, services and systems to support the delivery of a high quality and effective customer contact service.
Ensure productivity and quality assessment targets are achieved within company guidelines.
Assess and award compensation, where appropriate, in line with departmental guidelines.
Carry out any administrative duties or tasks within the scope, spirit and purpose of the job as requested by the manager.
Ensure all compensation is awarded against company guidelines and appropriate recharges made.

What you'll need:

Excellent telephone manner.
Ability to stay calm under pressure and deal effectively with frustrated customers / conflict within teams.
Experience of delivering excellent customer service in a fastpaced working environment.
A proactive "can do" approach
Proactive sales skills to promote all available National Express products and services.
Excellent people and communication skills with ability to deal with people and problems effectively and with ease.
Ability to identify root cause for accurate reporting

In return, we offer a wide range of benefits such as...

Free travel for you and your partner
Company pension
Life Assurance
Access to NX Health Bus
Employee Assistance Programme
Variety of deals and discounts available through NX online portal

Things to note
:

National Express has a very high focus on health and safety and as a result operates a strict Drugs and Alcohol Policy which is applicable to all employees.

Drug and Alcohol testing is completed as part of the assessment process as well as random checks during employment according to the policy.