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Call Center Advisor

Key Responsibilities Determine requirements by working with customers’ needs Answer inquiries by Clarifying Desired information; researching, locating, and providing information Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; Fulfill requests by clarifying desired information from the customer Sell Additional Services which address the needs of a customer by recognizing opportunities to up-sell accounts, explaining new features Sells additional services by offering expertise/knowledge on products and services which enhance and grow customer loyalty where necessary Maintain systems by entering relevant / required information Keep equipment operational by following established procedures; reporting malfunctions Update job knowledge by participating in educational opportunities Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments Comply with the AJG Professional Standards Manual in accordance with statutory requirements for role with specific attention, but not limited to Managing Client information, Whistle Blowing and Treating Customers Fairly Experience Demonstrated rapport-building experience around customer care Call centre experience in a commercial setting would be ideal but not essential Data entry processes Working to targets within a regulated, measurable framework and achieving SLAs Risk-aware in handling customer information Skills/other Excellent customer service focus and empathetic awareness Can identify potential risk/issues and seek advice Resilience when dealing with distressed customers Good communication and interpersonal skills Multi-tasking and planning Accuracy and attention to detail Personal commitment and enthusiasm Takes initiative when assisting team members MS Office proficiency Qualifications Educated to GCSE standard or equivalent Call Centre / Customer Service / Sales NVQ Level 2 desirable



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Call Center Advisor

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