Customer Service/ Call centre Advisor - PART TIME

Customer Service/ Call centre Advisor - PART TIME

6 months contract with scope to extend or go permanent

Part time - 20 hours per week

Cumbernauld

100% office based including training

Part time - 20 hours - 3 evenings + 1 weekend shift - the weekend shift will be an 8-hour shift.

Job Description Summary

Provide customer support to consumers via telephone and/or Internet, e.g., instant message, email. Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty or billing/payment.

General Duties & Responsibilities

Provides customer support by phone, email or instant message to consumers. Serves as primary contact

for inbound customer issues. Plus:

• Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries.
• Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.
• When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Updates customer information and ensures accurate entry of contact information.
• Meets standards of job, such as quality standards, adherence to schedule and average handle time.
• May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.
• Other related duties assigned as needed.

Based on previously successful candidates we can confirm main skills:

• Customer Service: Extensive experience in handling customer inquiries, complaints, and support across various industries.
• Communication: Proficient in communicating via phone, email, and face-to-face interactions.
• Problem-Solving: Skilled in resolving complex issues from start to finish.
• Empathy: Demonstrated ability to understand and support customers' needs, especially vulnerable individuals.
• Coaching and Training: Experience in mentoring and training new employees. (nice to have)
• Attention to Detail: Accurate logging and management of customer information.
• Multitasking: Capable of handling multiple tasks and responsibilities efficiently.

Nice to have skills:

• Word
• Excel
• PowerPoint