Customer Support Advisor
DC Thomson
full-time
Posted on:
Location Type: Hybrid
Location: Dundee • 🇬🇧 United Kingdom
Visit company websiteJob Level
Junior
About the role
- Handling customer enquiries efficiently and effectively, answering any questions and queries via live chat, email, telephone (inbound and outbound)
- Managing and resolving customer complaints to a high standard
- Providing support and comprehensive product/service information to our customers
- Building relationships and engaging with customers and providing a human approach
- Identifying opportunities to enhance customer experience and turn dissatisfied customers into happy customers
- Working with both customers and internal departments cross functionally, problem solving and resolving customer issues
- Co-ordinating closely with Marketing, Content and Engineering teams
- Identifying and reporting any potential website or user issues
- Accurately capturing customer data where required to help influence business decisions
- Contributing to the overall achievement of agreed response times/SLAs
- Delivering personal KPIs and objectives, as agreed with your line manager
Requirements
- Minimum of 1 year's experience in working in a Customer Service contact centre environment
- An interest in family history is beneficial but not essential
- Passionate in championing the customer
- Excellent written and verbal communication skills and complaint handling skills
- Good organisation skills
- A pro-active approach to learning within a small team, taking responsibility for your own development
- An aptitude to swiftly learn internal systems
- Ability to quickly analyse complicated information and solve problems
- Excellent team working skills are essential as well as a proven ability to work in isolation and on your own initiative
- Thorough attention to detail and commitment to delivering the best customer experience
- A good working knowledge of the most popular internet browsers and common website processes
- Patient and calm under pressure
- Ability to accept constructive feedback positively and real desire to learn and improve quality of work
- Willingness to go over and above the call of duty to deliver excellent customer service
Benefits
- A generous holiday allowance with the chance to buy more
- A pension contribution that stands out in the market (9.5% matched company contribution with a 6% contribution from the employee's side)
- All the health and wellbeing benefits you’d expect and some you wouldn’t (careers page)
- The chance to work with smart and fun people on products that will bring joy to millions
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
customer servicecomplaint handlingcommunicationorganisationproblem solvingteamworkattention to detailadaptabilityproactive learningcustomer experience enhancement