GTech - Customer Service/Call Centre Advisor Job Description

Part-Time Customer Service Advisors (20 hours per week):Monday 4.00-8.00pmTuesday 4.00-8.00pmWednesday 4.00-8.00pmThursday 4.00-8.00pmFriday 4.00-8.00pmOrThursday 8.30am-2.30pmFriday 8.30am-2.30pmSaturday 9am-3pmSunday 9am-3pm

The role:Handle customer inquiries, both telephonically and by emailProcess and track new product orders, provide support, diagnose and resolve technical issues, handle complaintsTrack product collections, deliveries and process refund requestsUp-sell additional products by recognising opportunities and introducing current Customer incentivesMaintaining Customer account database - updating system notes after every callParticipating in training opportunities

Requirements:4 GCSE grade ‘C’ or proven experience and affinity with this role Experience of Call Centre/Customer Service/AdministrationExcel – able to enter/change data/create basic excel spreadsheetExperience of working towards and achieving targets

Personal attributes:Excellent grammar – maintaining Customer account notes, responding professionally to Customer e-mail, internal mails and ‘Spark’ internal instant messageCaring, polite and patient – supporting Customers with their products over the telephoneCan do attitude – enthusiastic - adaptable – role can change unpredictably from administration to a Customer Service telephone roll as call demand from Customers fluctuatesExcellent communication skills – resilience, able to deal with requests for product support, orders and complaintsForward thinking – able to troubleshoot and find solutions – first call resolutionExcellent telephone manner and oral communication

Desirable:Own transport – due to location and poor transport linksAdditional language – speak/readPowerPoint

Operating Systems:Microsoft Word / Excel / Outlook / Magento / Avaya / CRMSpark – internal instant message – for support between advisors