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Customer Service Advisor, Swansea

Req ID#:  281591

Swansea, Agent Opening, GB

Customer Service Advisor, Swansea

Customer Service

About Us

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints.

With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.

Job Summary

This is a fantastic opportunity to join a brand new team and campaign. Our customers are the key to our success so you'll play a significant role in keeping them happy and driving our vision! You’ll be on the front line; the first person our customers talk to whether they have questions, complaints or compliments - it will be your responsibility to get our customers the help they need.

Primary Job Responsibilities

· Answering and resolving customer enquiries over the phone (occasionally email if needed)

· Ensuring our customers receive excellent customer service

· Working towards targets and clear objectives set by the business

· Advising our customers about other products available to them with the aim of upselling to additional services

· Resolving customers’ queries the first time they are raised, collaborating closely with other departments to ensure resolution

· Proactively reviewing customer accounts when they call, to identify and resolve any future problems before they arise

· Taking ownership of complaints and following procedures to ensure the complaint is resolved in a timely manner

· Understanding our customer feedback tool, using feedback to identify any areas of improvement

· Recognising customer contact trends and giving feedback to team leader

What We Can Do For You

• Flexible working options - work at home (post training period) or office from our Swansea hub.

• £9.90 per hour!

• 37.5 hours per week shift pattern

• Opening hours - 08:00 - 18:00 Monday-Friday, will include some limited Saturday mornings (08:00 - 14:00)

• Sitel Perks at Work scheme

• Refer-A-Friend bonus scheme

• Development and progression opportunities

• Weekly pay

• 20 days holidays annually, plus bank holidays

• Corporate discounts available – gyms (LC2), restaurants and more

• Eye care vouchers

• Pension scheme

Is This The Job For Me

We’re looking for people who are able to build a good rapport with customers and colleagues and are willing to go above and beyond to keep our customers happy. This is predominantly a phone based role so you’ll need to be comfortable speaking on the phone for most of the day. It’s crucial that you’ve had experience within a customer service environment; even better if you already have an understanding of working to targets and love smashing them.

Working within the energy sector can be quite fast-paced; there is a lot to learn, so it’s a huge plus if you’re a quick learner and able to retain a wealth of information. Most importantly, you’ll share the qualities that have driven our achievements so far: firstly you’re a people person and a phenomenal teammate. You’ll be adaptable, a clear communicator and able to tailor your approach dependent on each individual customer. You show a passion for customer service and getting it right for our customers.

Data Notice

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection processes of Sitel and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by UK legislation and then destroyed.

Customer Service Advisor, Swansea


Job Segment: Bank, Banking, Customer Service, Finance

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