Contact Centre Advisor Job Description Template
Our company is looking for a Contact Centre Advisor to join our team.
Responsibilities:
- Processing donations for charities over the phone in line with individual charity’s requirements and to stringent data protection requirements;
- Assisting with customer queries regarding orders;
- Building and maintaining highly accurate customer information data records;
- Actively listening to customer’s needs and providing appropriate advice and suggestions;
- Be the voice of the company at their head office speaking to new and existing customers;
- Responding to email and social media enquires as and when required;
- You’ll be advising and selling company products and services;
- Mainly outbound and some inbound calls (Mondays & Tuesday are busy for inbound calls);
- Being an inspiring communicator who openly and collectively drives great team spirit;
- Deal with any issues or queries in a clear and professional manner;
- To question and engage with the customer with empathy and in a helpful manner in order to successfully resolve the query;
- Understanding customer needs and requirements;
- Calling hot leads to promote and sell customer products and services;
- Residential customers;
- Manage inbound contact (either via phone or via the app) from our customers, completing their journey request in a friendly and timely manner.
Requirements:
- Takes ownership & responsibility for calls – from initial contact, through to resolution;
- Provides a single point of contact for customers’ enquiries;
- Follows scripted procedures to ensure all calls are answered in an accurate and consistent manner;
- Ensures all information taken from calls is accurately logged onto the system; and where necessary, referred on appropriately for action;
- Offers advice and guidance to customers, where appropriate;
- Deals with all customer calls in a professional and courteous manner to ensure excellent customer relationship;
- Able to prioritise workload effectively;
- Excellent attention to detail with the ability to write concise, accurate notes;
- Excellent multi-tasking skills with the ability to maintain calm under pressure;
- Patient, empathetic, and understanding;
- Microsoft Office, including Outlook;
- Mitel phone systems (desirable);
- High standard of communication, both verbal and written.