Customer Experience Advisor

• Location:
  Hybrid - Min 2 days office based (Gateshead) / Home based
• Training: A blend of office and home based training
• Shifts:
  Working shift 5/7 days per week between 8am-8pm

We are an award winning, global customer experience services provider supporting a wide range of clients in the Fintech and Financial Services industry providing a multi-lingual, omni channel solution to effectively resolve 1st line and 2nd line customer queries coupled with back-office support solutions. Based in the Northeast of England our Customer Experience teams are centric on the exceptional service we offer to our clients, and their customers who are based in the UK, Europe, US, Middle East, and Singapore, and as a team speak an impressive 10 languages!

We are actively recruiting English or bi-lingual customer experience enthusiasts to join our existing team.

We operate 365 days a year between the hours of 8am and 8pm / 24 hours a day and the role will require flexible working 5 shifts/days per week over 7 days a week but operates a hybrid approach to working.
The role will require you to work a minimum of 2 days a week at our Hub in Gateshead. The rest of the week you can work remotely.

Key responsibilities will include:

• Delivering world class customer experience to customers and clients
• Being brand ambassador for clients, providing seamless experience for customers
• Resolving customer query first time efficiently
• You will be handling a wide range of queries from users across several different channels, including:
  • Inbound and outbound voice, both technical support and customer service
  • Handling queries from social media platforms and messaging services

Key qualities & experience required include:

• Previous experience of working in a customer centric environment providing customer contact solutions across a wide range of channels.
• Enjoy working in a team focused environment working towards shared goals, service levels & KPI's successfully.
• High level attention to detail & accuracy is essential.
• Ability to effectively manage and resolve queries with each customer contact.
• Strong written and verbal communication skills.
• Competent use of Microsoft packages, including Excel and Outlook wit the capability to learn new system, technologies and CRM systems.
• Flexibility to work office/ home based as required coupled with self-motivation to ensure deliverables achieved consistently without supervision.
• Desire to continuously improve skills and enjoy learning.
• Desire to join a Team within a business where you are not just a number and your opinion matters.