Customer Service Advisor

Are you passionate about delivering exceptional customer service and making a real difference? 

We are looking for Customer Service Advisors to join a leading global professional services company that helps the world’s top businesses, governments, and other organizations build their digital core, optimize their operations, accelerate revenue growth, and enhance citizen services. As a key member of our small, dynamic team, you will play a vital role in ensuring local producers receive the guidance and support they need regarding their payments and obligations.

These are initial 6-month roles based in Newcastle, which will be onsite during the initial training period of 6 weeks and will then be remote after training is completed.

The Role

As a Customer Service Advisor, you will be the first point of contact for local producers seeking assistance with waste fee payment requests. You will handle a variety of inquiries, including challenging invoice amounts, payment instructions, disputes, and complaints. Communication will primarily be via phone, but you will also interact with customers through online chat, email, and postal correspondence. Additionally, you will be responsible for addressing IT-related queries regarding the payment process and channelling them to Service Now when necessary.

Key Responsibilities:

• Responding to customer queries via phone, email, chat, and post.
• Providing customers with information relating to the program.
• Delivering excellent customer service.
• Raising tickets in Service Now.
• Redirecting tickets to the correct resolving areas.
• Handling disputes and complaints professionally and efficiently, ensuring prompt resolution.
• Managing ad-hoc requests.
• Maintaining accurate records of interactions and following up on outstanding queries.
• Ensuring compliance with policies and government regulations.

Role Requirements

We'd love to hear from you if you have:

• Previous experience in a customer service role, ideally within a contact centre or similar environment.
• Strong communication skills, with the ability to explain complex information clearly.
• Excellent problem-solving abilities and resilience to handle difficult conversations.
• The ability to work both independently and as part of a small, supportive team.
• Good IT skills.
• A proactive and adaptable approach to work in a fast-paced environment.

If you are ready to make a positive impact and join a team that values your contributions, apply now!