Customer Service Advisor

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage a steady flow of phone calls, emails, and live web chats with customers.

• Deliver exceptional customer service to all clients.

• Address customer concerns and provide a customer-centric service promptly and professionally.

• Act as Wifinity’s primary contact for customers.

• Gain knowledge about Wifinity’s operations to efficiently resolve customer inquiries.

• Take responsibility for customer cases.

• Collaborate with the team to enhance first contact resolution rates.

• Handle both incoming and outgoing calls, emails, and chats.

• Listen attentively and show empathy while confirming understanding of customer concerns.

• Employ process-driven troubleshooting methods and technical knowledge to resolve issues.

• Keep customers updated throughout the resolution journey.

• Oversee workflows from initiation to resolution.

• Escalate issues when a solution cannot be found within your authority.

• Report to and communicate with line managers and team members.

• Assess and report on recurring quality issues and trends in customer inquiries.

⛳️ Requirements

• 40-hour workweek with shifts including five weekends over a seven-week schedule.

• Willingness to alternate weekly between early, mid, and late shifts.

• Availability to work shifts during operating hours from 8 AM to 11 PM, seven days a week.

• Excellent customer service skills.

• Results and solutions-oriented mindset.

• Strong sense of teamwork.

• Ability to work with minimal supervision.

• Outstanding communication and interpersonal abilities.

• Capacity to build strong relationships with adjusters and colleagues at all levels.

• Strong organizational skills.

• Proficiency in basic tools such as ticketing systems, CRM, billing, and webchat.

• Previous experience in a fast-paced contact center environment.

• Reliable internet connection at home.

• Successful completion of employment background checks.

🏝️ Benefits

• Performance-related pay increases.

• 25 days of annual leave.

• Private medical insurance.

• Pension plan.

• Contributions towards gym memberships.

• All necessary equipment and training for success in this role will be provided.

• Remote work opportunities within a remote-first work culture.

• Promotion of a healthy work-life balance.

• Wifinity covers the costs of employment checks.