Consumer Sales & Service Advisor

Our team strive to provide an exceptional customer experience, across all channels and for all customers. As a collective, we:
Handle all contacts across voice, email, SMS, social media and white mail as directed by the Team Manager plus additional channels if they become available.

• Handle non-contact tasks that arise from customer contact as directed by their Team Manager
• Take ownership of customer feedback and see through to resolution or escalate as appropriate
• Consistently strive for customer journeys that are as short and as effective as possible
• Demonstrably contribute to improving First Contact Resolution (FCR) through problem solving and investigation through to resolution delivering satisfaction
• Demonstrably contribute to maintaining a high, industry standard, contact centre environment that achieves the best possible results in performance
• Contribute to the collection of WOCAS data (What Our Customers Are Saying)
• Positively participate in the Quality framework for Customer Experience
• Champion the achievement of targets for CSI, NPS and CES
• Demonstrably promote the KPI of ‘reduced customer effort’ at every opportunity
• Demonstrably and positively contribute to the wider objectives of Manx Telecom business plans
• Demonstrably and positively participate in company-wide management projects, initiatives and meetings as directed by the Team Manager

Salary & benefits

Competitive Salary and Benefits package will be provided to the successful candidate.

Hours

37