The Customer Service Advisor role is the first point of contact delivering a professional and high quality customer service on behalf of Serco and its clients?. This could include dealing with customer/ client/ 3rd party contacts, casework and complaints within agreed services levels across multiple contact channels. The individual will need to use their own initiative as well as follow established procedures, processes, legislation and systems to source information to provide a resolution for the customer. The role may also involve initiating contact with individuals within the client?s organisation or other 3rd parties in order to perform their job. Key Accountabilities Answer a high volume of calls and maintain a rapid response rate according to agreed service levels. Log information on calls received, where required and maintain detailed and accurate records. Resolve all complaints during first point of contact wherever possible Communicate and liaise verbally and on-line between the Contact Centre and relevant departments. Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures. Operate a variety of standard office machines, including a personal computer and a variety of computer software. Key qualification/Experience Ability to work within a diverse team and in varying working environment. Able to handle queries of a sensitive nature and provide an empathic work ethic. Take responsibility to manage their time, resources and relationships to ensure that work is completed efficiently. An understanding of business security and respecting confidentiality when viewing personal data of contacts. An understanding of professional boundaries. Excellent communication skills including a confident telephone manner and the ability to construct a written response to a high professional standard. If you are passionate about Customer Service and want a successful career within a customer driven environment, then this is the role for you!!
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