Customer Service Adviser

Call centres in Southampton and two other locations handle customer service. We employ 200 people in operations, engineering, customer service and corporate roles.

The role

Looking for a Customer Service Adviser who wants to stay somewhere for a while. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. The work is on site and cannot be done remotely.

In this role you will

• Transfer calls to the right department with a warm handoff
• Notice repeat problems and report them to your team lead
• Follow scripts and required disclosures on recorded lines
• Update customer records accurately
• Complete required training and quality coaching sessions
• Call customers back on open issues within the promised timeframe

Qualifications

• 3+ years of customer service, retail, hospitality or call centre experience
• Reliable attendance. Schedule adherence is tracked
• High school diploma or GED
• Typing speed of at least 35 WPM
• Must pass a background check
• Comfortable using multiple screens and systems at the same time

Preferred qualifications

• Zendesk, Five9 or Genesys experience
• Chat support experience
• Experience handling escalations

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Perks and benefits

• Healthcare cash plan
• Workplace pension
• 28 days annual leave including bank holidays
• Cycle to work scheme
• Uniform provided
• Death in service benefit

This role is subject to a basic DBS check.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Thames Energy.