Job Application

PART TIME - Customer Service/Call centre Advisor

6 months contract

Part time - 20 hours per week

Cumbernauld

100% office based including training.

Part time - 20 hours - 3 evenings + 1 weekend shift - the weekend shift will be an 8-hour shift.

All hours between 7am - 11pm flexible.

Job Description Summary

Provide customer support to consumers via telephone and/or Internet, eg, instant message, email. Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty, or billing/payment.

GENERAL DUTIES & RESPONSIBILITIES

• Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues.
• Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries.
• Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.
• When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Updates customer information and ensures accurate entry of contact information.
• Meets standards of job, such as quality standards, adherence to schedule and average handle time.
• May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.
• Responds to a high volume of inquiries about FIS's products and services. Questions and issues are predominantly routine, but associate must be able to deviate from standard scripts and procedures as needed. Is able to effectively calm upset customers and end a negative situation positively. May coach and share information with professionals with less experience and/or expertise.

EDUCATION REQUIREMENTS
High school diploma or GED

GENERAL KNOWLEDGE, SKILLS & ABILITIES
. Knowledge of the company's products, services and business operations to enable resolution of customer inquiries
. Excellent customer service skills that build high levels of customer satisfaction. Typically requires two or more years of experience in a call centre or customer service-related job in a service industry.
. Excellent verbal and written communication skills.
. Computer navigation and operation skills.
. Demonstrates effective people skills and sensitivities when dealing with others
. Ability to work both independently and in a team environment.

Please apply with an up-to-date CV which must show evidence of the above to be considered. Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you.

Pontoon is an employment consultancy, we put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identifies, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.