Customer Service Advisor

The Job role will involve working with the UK based International Energy Brand .The Customer Service Advisor is the first point of contact for our B2B energy customers, providing support with a wide range of account enquiries via telephone and email. The role is focused on delivering a high standard of customer service by resolving queries promptly, accurately, and professionally.

The advisor will handle enquiries relating to customer accounts, billing, payments, meter readings, change requests, and general account maintenance, taking ownership of each query through to resolution where possible. Where specialist support is required, they will ensure enquiries are accurately recorded and referred to the appropriate team while keeping customers informed of progress.

Roles & Responsibilities : -

• Require Suitable Candidates from the BPO Industry with the Back Office & International Voice Process experience.
• Minimum of (1 – 6 ) yrs prior experience in a customer-facing role.
• Communicate clearly and confidently, both verbally and in writing, explaining information effectively while engaging positively with customers and colleagues.
• Take a proactive and resourceful approach to identify issues and deliver practical solutions that enhance customer satisfaction.
• Pay close attention to detail, ensuring accuracy in handling information and processes to maintain high-quality service
• Answer customer queries through various channels (emails, calls and chats) promptly to enhance the customer service experience
• Patiently listen to customers to address their concerns adhering to a first contact resolution approach
• Accurately record and logs interaction with customers and update account information
• Work with management & other departments to maintain best practices for effective communication with customers
• Maintain knowledge of updated company processes and policies to provide accurate guidance to customers
• Meet regularly with team leader to give feedback to help improve customer service, response time and the staff experience
• Willing to learn to apply company policy and process to customer solutions
• Support the company’s ‘one team’ culture
• Individuals from the Energy domain , Telecom Billing & Utilities will be the most prefered