Inbound Customer Service Advisor / Bristol / £18532 per annum
Shifts: Full flexibility between 8am - 10pm Monday to Sunday
Would you like to be part of something great?
We are currently recruiting for Customer Service Advisors to deliver customer service excellence to Virgin Media customers when they need it most. We are looking to build an energetic and vibrant team to represent Virgin Media, with an exceptional reputation in their industry, and serve their customers to the highest standards. If you've ever experienced a problem with your Broadband or your bill, you'll know how much you want to get it sorted out quickly so that you can on with your day to day life. If this sounds interesting, and you have a passion for helping people, the ability to provide a positive customer journey and can build connections using your sparkling personality then we want to hear from you.
There is also the opportunity to increase your earning potential through overtime, "Sales through Service" monthly uncapped incentives for upselling and cross-selling products and services and monthly performance based incentives
There's plenty of opportunity to learn new call handling and customer service skills with Virgin Media, and as a growing campaign to develop your career with a chance to apply for new roles in management or support.
What are we looking for?
We are looking to build a team of Customer Service Agents to provide a brilliant service to consumer and small office / home office customers first time, every time. Our agents are skilled in building fantastic relationships and are equipped to take ownership of and resolve all customer enquiries from bill and account queries across multiple channels to escalated complaint resolution and fault diagnostics
Our Agents resolve all customer queries first time - taking full ownership of all customer queries through effective liaison with relevant areas of the business. When dealing with customers, internal and external, our agents demonstrate best practice in terms of taking ownership through to problem resolution, ensuring the customer is satisfied
We diagnose and fix faults using our catalogue of tools and software, focusing on fixing it first time across multiple channels, resolving escalated issues without hand-off, and where appropriate, make follow-up outbound calls to customers (e.g. after researching a complex query or to confirm an issue has been resolved) and deal with escalated complaints.
A comprehensive knowledge base and easy to follow guided workflows are all provided within the system which frees you up to have great conversations with your customer. Security checks are largely completed before you speak to the customer and their details pop when the call is connected to you.
What else do we need from you?
Strong verbal and written skills with the ability to show attention to detail
Ability to establish collaborative customer relationships in a fast-paced environment.
A good attitude and the ability to interact with lots of different people.
Professional and friendly telephone manner
Customer Service experience
Experience of working in a target driven environment to a high standard.
PC skills, and the ability to navigate multiple systems competently, with ease.
A good consistent typing speed
The ability to take ownership of situations with positivity, resilience, and a dedicated approach to providing service excellence.
To work from home:
You will need a private room to work from free of distraction, a broadband connection with a minimum download speed of 4mbps upload speed and 10mbps download speed. You also need to be able to connect an Ethernet cable to your router, WIFI is not compatible with our equipment.
What do we provide?
Three weeks' classroom based training followed by time in our graduation bay. This is where you take your first live calls. This is also where the nerves kick in, and mistakes may happen, but don't worry, we expect that. We make it our responsibility to look after you with full support from experienced members of the team on hand to help.
The chance to showcase your skills and fast track your career through our internal progression path, and with a brand new contract the opportunities will be huge.
A fantastic benefits package tailored to meet the varied needs and preferences of our diverse employees - here is a selection of what is available:
28 days holiday, increasing to 30 days following your 1-year service anniversary
Free access to our Lifestyle Benefits programme - featuring discounts, special offers and exclusive employee deals from many retailer partners
Free access to our Employee Assistance programme - 24/7/365
Sports & Social Clubs
Length of Service rewards & Career Path Development
Refer & Earn Scheme
Kelly Services are acting as an Employment Agency in relation to this role. Should you choose to apply, your information will be processed in accordance with Kelly's Privacy Statement. For information regarding data protection at Kelly, please visit the Kelly website and have a look into the Privacy Statement.
As an Equal Opportunities employer we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.