Customer Service Advisor

Macro Group

Customer Service Advisor Ref: 31637 London UK (Remote)

The Opportunity

We are looking for a motivated and customer-focused individual to join our team as a Customer Service Advisor. In this role, you will be the first point of contact for our customers, ensuring their needs are met and providing excellent service.

As a Customer Service Advisor, you will be responsible for handling customer inquiries, resolving complaints and assisting with product selection and recommendations. You will need to communicate effectively and professionally via phone, email and chat, providing accurate information and ensuring customer satisfaction. Additionally, you will actively contribute to the improvement of our customer service processes and work closely with other teams to provide a seamless customer experience.

Helpdesk operates 24 hours per day, 365 days per year. Covered via shift patterns Monday through Sunday. Normal weekly hours 40hrs with occasionally covering additional out of hours shifts

Main Responsibilities:

Ensure customer satisfaction at all times.

Ensure that all telephone calls are dealt with in a professional, prompt and courteous manner.

Ensure e-mails and faxes are handled correctly and promptly.

Maintain a high level of customer service while dealing with all helpdesk calls for all clients using the helpdesk systems provided.

Assist and support all new staff until they are fully competent in helpdesk procedures.

Timely and accurate call logging and follow up.

Chasing up outstanding events.

Positively contribute towards team achievement of established performance targets.

Adhere to company policy and procedure at all times.

Undertake all duties pertaining to the shift being worked.

Effective handover of information and responsibilities at the end of any shift.

Administration:

Maintain and deliver appropriate quality standards and processes at all times.

Maintain accurate records for all helpdesk calls.

Complete and submit timesheets if necessary.

Print reports from the helpdesk systems to ensure all outstanding requests are complete and cleared from the system.

Report system faults.

Communication:

Respond to all client requests and to escalate complaints.

Ensure that all clients are kept updated with the progress of their request.

Ensure appropriate use of language and terminology at all times, particularly around the operational desk.

The ideal candidate will have:

Educated to GCSE level, to include English grade C or above .

Ability to work 24 hour shift rotations Monday through Friday.

Experience in providing helpdesk telephony and/or customer services activities.

Ability to communicate effectively with clients, contractors and other stakeholders as appropriate.

Working knowledge of IT tools, including MS Windows, Excel, Outlook, internet and system databases.

Reasonable typing speed.

Fluent in English (Speaking, listening and writing).

Awareness of workplace health, safety and envirnonmental issues.

Ability to be flexible in the event of systems failure or the instigation of disaster recovery procedures.

Awareness of building services.

Familiarity with facilities management operations.

The job holder should be able to demonstrate the following competencies:

Polite and professional telephone manner.

Ability to remain calm while working under pressure.

Ability to take on board instructions and retain information.

Demonstrable coordination and organisational skills.

Logical thinking.

Articulate whilst communicating.

Problem solving ability.

Continued awareness of customer service requirements.

Team player.

Ability to work on own initiative.

Willingness to contribute in team discussions.

Sensitivity whilst dealing with commercial information.

Macro is an inclusive employer and welcomes interest from a diverse range of candidates. Even if you feel you do not fulfil all of the criteria below, please apply as you may still be suitable for this role or another role within our organisation. Should you require any adjustments to assist during the application/hiring process please do make us aware.