Customer Service/Care & Retentions Advisor
Due to the growth of our telecoms company and our partnership with Sky TV and ESB Energy, we are currently looking for a Customer Care Advisor to join our fantastic Customer Care Team in our Horsham office.
We need dedicated Customer Care Advisors to join us - people who can build a personal connection with our customers and provide them with a swift solution. Be supportive. Be personal. We're looking for people who can communicate confidently and listen intently whilst working out how to solve problems to keep our customers happy and retaining them as a customer. Could this be you?
As a Customer Care Advisor, you'll often be the very first point of contact for our customers, and sometimes they can be frustrated, angry or upset. You'll need lots of patience, but with your unflappable nature and personal approach, you'll calmly reassure them that you're there to help. Let's be honest, sometimes it can be tough, so you'll need a thick skin, but the satisfaction you get from solving customers' problems is one of the main reasons our advisors love coming to work every day. You're surrounded by brilliant colleagues who love what they do and encourage and support each other. The atmosphere in the contact centre is lively and fun - there's always something going on from incentives, games and charity events to get involved in, and with our training and support, there are lots of opportunities to build a long career and develop your skills.
Our contact centre is a busy place, so you'll take between 40-60 calls or webchats a day which will be a combination of cancellations to turn into retained and happy customers, package changes and renewals, complaints, mixed with some billing queries. Whether you're talking someone through charges on their bill, helping them upgrade to faster broadband or solving a complaint, cool, calm and collected will be your middle names.
You will be working to proactively retain our customers by promoting our products and services, offering them the best deals, and helping them make the most of the services they have with us.
This position comes with a generous commission scheme and ongoing incentives, which is linked into our individual performance targets, covering; upselling, new contracts, retention, call performance, accuracy and workload management.
The ideal person to join our friendly team will have the following skills:
* Confident and professional on the phone
* Friendly, energetic and able to build relationships
* Actively listening and looking for opportunities to promote our products
* Experienced in customer service or contact centre environment (minimum 1 year)
* Self-motivated with a positive attitude
* Experienced in retentions and/or sales (preferred but not essential)
* A quick thinker, able to think on their own feet
* Pro-active at managing individual performance against targets and KPI's.
We are all about happy staff = happy customers, which why we offer a competitive salary, plus excellent benefits, including:
* Discounted Superfast Broadband, Fibre, Sky TV and Mobile SIM packages
* Up to 30 days holiday (25 days, increasing to 30 with service), plus some bank holidays
* A generous commission scheme (£5,000 OTE per annum)
* Death in service benefit
* Friday Beer and wine fridge
* Company lunches
* Fun incentives
* Paid Charity leave
* Free fresh fruit, tea, and coffee.
* Eye care Vouchers
Basic Salary £19,760 - £21,000 depending on experience, + OTE £5,000 + Saturday Overtime = £27,000 expected take home.
Hours: Monday to Friday 8.30 am - 5.30pm plus a minimum one Saturday every 3 weeks 9am - 1pm (paid at time and a half)
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