Customer service advisor

Bathgate, West Lothian
Search

Salary – £23k to £24k

Our Client Engagement Hub, is a centre of excellence for experience and education. We have world leading technology driving digital first journey’s for our clients. Our key role, is to support digital first by offering education and assistance to advisers and customers on our platform service, through various communication channels predominately over the phone or by webchat.

What you’ll be doing:

• As our customers’ first point of contact, you’ll be the friendly voice of bard, providing world-class customer service, troubleshooting, through our telephony, webchat and digital support channels
• Receive, listen and promptly respond to customers queries using your expertise, creativity, and passion to meet their needs
• Utilise your digital expertise to support in driving customer adoption and speed of response in driving right first time resolution
• Maintain experienced knowledge and awareness of the market we operate in, keeping up-to-date with digital market place ensuring expertise are translated into creative solutions
• Championing the Customer providing valuable feedback to support continuous improvement through route cause analysis and tracking general patterns
• Reporting issues to IT to reduce failure demand as quickly as possible
• Support our customers in becoming Digital Adopters, being an advocate of our systems

What we are looking for:

• Digitally savvy with experience supporting customers via phone, e-mail, web & video chat providing real time support
• Customer service focused, being responsible for the customers’ experience including comprehensive issue resolution
• Problem solving skills – when presented with a customer request find a solution calmly and optimally
• Organisation skills – ability to multi task and sort large amounts of information, record, track and document with detail and accuracy
• Great teammate who is self-motivated and has the ability to work independently in a fast-paced, constantly evolving digital environment
• Digital literacy and knowledge (software, email, video chats)

Excellent verbal and written communication skills and ability to influence key partners

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age