Customer Service Advisor - English Speaker

The Role

• 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.

What you'll do

• 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)

Who you are

• 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.