Customer Service Advisor, English Speaker
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Job Description
Customer Service Advisor resolving customer inquiries and mentoring less experienced staff. Engaging with team and enhancing customer service processes.
Responsibilities:
- As a Customer Service Advisor you have a vital role in the Customer Service Department, where you are responsible for mentoring, reporting to supervisors, as well as solving customer inquiries and problems and improving strategies and procedures.
- Provide subject matter expertise and interpretation of procedures to less experienced Customer Service Representatives and provide direction to meet defined productivity and performance goals;
- Conduct extensive research to resolve complex customer problems and assist managers and supervisors in handling escalated inquiries or complaints;
- Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact;
- Interact with immediate team and communicate with other departments
- Interpersonal verbal communication skills that build rapport and trust, deliver information in an easy to understand manner, and clearly articulate why a solution is the best course of action;
- Interpersonal written communication skills to accurately document activity in proper business writing
- Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem (Analytical, critical and design thinking)
- Seeks opportunities to improve depth/breadth of knowledge and personal performance (Desire to learn)
Requirements:
- You have good interpersonal and soft skills;
- You have excellent communication skills, both verbal and written;
- You have the ability to work under pressure in a fast-paced environment;
- You have good conflict resolution skills;
- You have a critical mindset and good sense of judgement;
- You have Knowledge about internal procedures and business model;
- Excellent in listening;
- Be attentive to Detail;
- Able to prioritise tasks wisely
- Time Management;
- Available to work on rotating shifts;
- Able to exceed customer expectations.
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