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Customer Service Advisor - Welsh Speaking - Nantgarw

Nantgarw, Cardiff

Posted 13/01/2021

£17,063 - £18,013 Per Annum

  1. The Customer Service Advisor is required to provide an exceptional level of service to our service users working with a variety of well known and smaller organisation.
  2. Main duties and responsibilities of Customer Service Advisor is to maintain the Customer Records Management (CRM) system through accurate data input and record keeping, constantly keeping data integrity as a core priority;
  3. You must be IT literate with full working knowledge of MS Office Suite and use of windows-based databases;
Job Description

Customer Service Advisor

 £17,063 starting salary

£17,550 after 1 year of continuous service

£18,038 after 2 years of continuous service

£18,525 after 3 years of continuous service

Overview

The Customer Service Advisor is required to provide an exceptional level of service to our service users working with a variety of well known and smaller organisation from charity, third sector and government sectors.

You will be required to:

  • Understand, support and advise customers requiring a wide range of information, advice and guidance;
  • To provide a telephone and multi-channel support service with integrity, professionalism and adhering to all relevant process, procedures and legislation;
  • Comply with the expectations of customers;
  • Ensure they are consistently achieving or exceeding Service Level Agreements (SLA’s).

Main duties and responsibilities of Customer Service Advisor:

  • Provision of multi-channel information services;
  • Provision of accurate, meaningful and consistent information to support to our customers;
  • Listen patiently, empathise with the caller’s situation and convey a genuine desire to help and support;
  • Maintain the Customer Records Management (CRM) system through accurate data input and record keeping, constantly keeping data integrity as a core priority;
  • Work with colleagues to ensure the highest level of customer satisfaction;
  • Ensure continuous service improvement, initiating, and responding to change in a positive manner;
  • To undertake effective research on a range of topics to fit with deadlines;
  • Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required to include but not limited to PCI, GDPR, ISO 27001, 9001 and 14001.

Skills and experience

  • Proven experience of delivering a service which provided a supporting role;
  • Working as part of a team;
  • Fluent Welsh Speaker;
  • Providing telephone, online, email and live chat information;
  • Researching, collecting and recording data evidence;
  • IT literate with full working knowledge of MS Office Suite and use of windows-based databases;
  • Planning and co-ordinating own workload;
  • Excellent communication and interpersonal skills;
  • Strong decision-making abilities;
  • Ability to empathise with people at all levels;
  • Ability to manage and resolve complaints;
  • Emotional resilience.

Disclaimer

This job description describes the principle and main elements of the job as it currently exists. It is not a permanent schedule and does not form part of any employee’s contract of employment. Employees may be required to take on additional tasks that fall in line with the duties of their role depending on the needs of new customers, expansion of services for existing customers or changes to operational requirements within Connect Assist.

Where any changes to this job description fundamentally change the role of the Customer Service Advisor, they will be made in consultation with the relevant individual or group of individuals.

Company Information

We’re a 24/7 specialist outsourced Contact Centre business. Through a uniquely human approach, technology, consultancy and experience

We’ve become the market leader in delivering positive customer outcomes for public sector, charity and socially-focussed organisations.

Since launching back in 2006, we have helped organisations across the third and public sectors increase reach and boost ROI. Most importantly, though, our work has inspired positive change within those organisations, improving service and support for the people who need it most.

Key Facts
  • Head Office:

    Unit 3
    Cefn Coed Parc
    Nantgarw
    Cardiff
    CF15 7QQ

Location
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