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As a Consumer Care Advisor, you will be the first point of contact for our Consumers, and it will be your responsibility to ensure Consumers get the assistance they need either by live chat, phone, email, video or social media. You will be answering and resolving enquiries over the above channels, ensuring our Consumers receive excellent customer service and their expectations are met. You will also be responsible for outstanding outbound communication ensuring consumer retention through support and various offers. We are seeking versatile multichannel advisors to join our team. This role requires exceptional communication skills, growth mindset, and is suitable for candidates who thrive in dynamic environments.
Job Responsibility
Address Consumer needs by developing and maintaining a good knowledge of the client's products
Manage interactions through the agreed processes and provide Consumers with a consistently high standard of service
Understand full portfolio of devices and consumables, and utilise this knowledge to solve Consumers needs and pain points
Develop knowledge and understanding of the consumer programmes to effectively handle queries and overcome any objections faced
Tailor the tone of voice and messages used in accordance with the queries identified by our Consumers
Maintain systems understanding to support our Consumers in an Omni-channel way
Interact with Consumers in a multi-channel environment, supporting queries, answering questions, providing essential support and coaching via various channels
Accurately capture the Consumer needs in our systems and direct the resolution to the appropriate team where required
Support the assigned Line of Business
Provide constructive feedback on system functionality, available tools, processes, etc.
Share consumer insights
Address opportunities for improvement
Support the team in achieving team and client's objectives
Requirements
Provide clear, correct, complete, and concise information to various audiences using various communication channels
Excellent grammar and spelling
Build rapport, employ active listening, empathy and other key skills
Demonstrate a proactive approach in spotting opportunities for improvement, providing feedback and insights, and helping others
Willingness and drive to continuously educate yourself
Efficient problem solving
Capture the interaction summary in our systems with clarity and correctness
Google tools proficiency in computer technology and systems
What we offer
Konecta UK working culture of fun and sociable team environment
Eye test vouchers and discounts
DenPlan
Discounted corporate gym membership via Gym Flex
Involvement with local charities and fundraising days
Recommend a friend scheme paid reward of £500
Apprenticeships qualifications and career flight path schemes
Recognition and reward schemes with Perkbox rewards