Customer Service Advisor
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| Job Details Salary: £12,666 basic (rising to £13,390 after successful completion of 6 month probation) plus shift allowance of £1,631 per annum Contract Type: Permanent, Full Time Working Hours: Based on 37.5hrs per week - Monday to Sunday between 0700-2300 Location: Swansea City Centre Closing date for applications: 6th January 2012 We are currently recruiting for courses which will start Feb/March 2012. Please note that we are unable to guarantee any pre-booked holidays that you may have within your first 6 months of employment. Role Purpose This is an exciting opportunity to join our contact centre operation as a Customer Service Advisor. You will be the frontline of Virgin Atlantic, taking inbound enquiry calls from existing customers and Flying Club (frequent flyer) members. It will be your role to make each customer feel special by identifying their needs and providing the best customer experience that Virgin Atlantic's customers have come to expect and maximising revenue at every opportunity. It's these skills that make our people the winning differentiator. Responsibilities Taking inbound calls from customers, ensuring that individual performance targets for revenue, ancillary sales and call quality are met or exceeded. Maximising productive 'phone time' through achievement of calls per hour targets. Bring the Virgin Atlantic products to life and promote the Virgin Atlantic experience to all customers in a positive and enthusiastic manner. To be aware of any product enhancements or changes and to understand any specific promotions or advertising campaigns and their objectives. Adhering to company policies and procedures when dealing with challenging customer queries and problems. To behave in a professional and effective manner when dealing with customers to provide a first class service. To be flexible and adaptable when required in order to assist with sales and service calls from other locations around the Virgin Atlantic business. To attend and participate in team meetings and briefings. Play a full and active role in the Contact Centre customer experience programme, ensuring that you are continually developing and learning. Requirements Proven customer service experience is essential. Educated to GCSE level or equivalent PC Literate Previous experience working in a target driven environment is an advantage Excellent communication skills with the ability to question customers confidently Ability to work accurately, whilst under pressure Proven ability to build rapport with customers and the ability to manage challenging people scenarios. An aptitude to learn Team player Additional Website Text Our Benefits As well as enjoying a fun and friendly place to work, we will offer you some fantastic benefits for you, your friends and family to enjoy. This includes top-notch training and development to help you reach your potential, a contributory pension scheme, private medical insurance, Virgin Group discount scheme and the opportunity to visit our great destinations with some unbeatable travel discounts and offers. (After successful completion of your 6 month probationary period) Our recruitment process Our dedicated recruitment team will initially consider your skills and experience based on your CV and application questions that you will be asked to complete. If you're able to show us that you have the necessary skills and experience, we'll ask you to book in for a telephone interview where one of our team will chat to you more about your experience and what you can bring to our team. If successful, you'll be asked to attend the final stage of the recruitment process and come along to one of our assessment centres in Swansea. This will involve a group exercise, role play scenario, interview and the opportunity to find out more about the role and our great company. Additional Information Our office is located in Alexandra House, opposite Swansea railway station. There is no on-site parking, however we do offer subsidised parking at city centre car parks for those who intend to drive to work. | |||||||||||
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