Customer Support Advisor

To provide excellent customer service through first line support to our customers as well as validating and managing customer data.

• Build a rapport and strong relationship with customers by offering support and advice throughout the onboarding and validation process.
• Validate online questionnaires with close attention to detail and reference to standard processes and procedures.
• Accurately log and update customer records on the status of their questionnaires.
• Advising and processing fee payments for new and renewing customers.
• Proficient user of validation process within our business system.
• Identify ways in which processes and procedures can be streamlined and made more efficient.
• Active participation in team meetings to share and communicate information.
• Consistently meet or exceed personal targets.
• Escalate customer issues to the Country Lead.
• Make 40+ outbound calls per day to supplier customers to explain the benefits of our service; to help customers who are registering for the first time; to assist with customers who are renewing their subscription.
• Accurately log and maintain records of customer contact, activity and outcomes of calls on our CRM (Customer Relationship Management) system.
• Provide accurate and clear information to supplier customers, explaining the benefits of our service and the processes involved to complete an online questionnaire required by our buyer customers.
• First line support for a variety of customer enquiries including IT and procedural issues, concerns and complaints, updates on application and process status.
• Handling objections with customers regarding payment of their subscription fee.
• Working consistently to ensure personal targets relating to call rates and outcomes are consistently met and exceeded.

• Past experience in a customer service environment
• Working knowledge of data management and data analysis
• Demonstrable experience of process improvement
• Proven track record of working to deadlines and targets
• Customer contact through inbound and high volume of outbound calls
• Ability to adapt to the needs of a growing business

• Education to degree level or equivalent (preferable)
• Highest accuracy and attention to detail
• Strong organisational skills
• Detailed working knowledge of Excel (preferably to Intermediate level)
• Good knowledge of other MS Office applications
• Articulate with a confident telephone manner
• Strong communicator with good interpersonal skills
• Commitment to provide excellent customer service at all times
• Flexible in approach
• Able to multi-task
• Good verbal and written communication skills in English, Spanish and Portugese with good use of business language

• Blended working
• Competitive Annual Leave entitlement + Public Holidays
• Refer a Friend scheme (applicable to some posts)
• Varied programme of social events