Job Summary
We are seeking a highly motivated and customer-focused professional to join our team as a Customer Service Advisor. The successful candidate will be responsible for providing exceptional customer service, resolving queries, and ensuring every interaction is handled with care, clarity, and confidence.
* Delivering first-contact resolution or escalating issues when needed
* Maintaining accurate customer records in our systems
* Managing billing or service-related complaints
* Supporting account maintenance, including card cancellations and updates
* Educating customers on procedures, product benefits, costs, and usage policies
* Promoting products and identifying opportunities to reduce customer churn
* Logging competitor insights and customer feedback to support product improvement
* Participating in continuous improvement initiatives to enhance team processes and service delivery
Requirements:
* A strong customer focus, consistently delivering outstanding experiences
* Clear and confident communication skills, tailored to diverse audiences
* Resilience and self-awareness, able to manage challenging conversations and support own wellbeing
* Adaptability in a fast-paced environment, comfortable with change and multitasking effectively
* Attention to detail, accurate in handling customer data and following procedures
* Team-oriented mindset, collaborative, positive, and committed to shared success
* Comfort working in a structured, metrics-driven environment, with goals tied to service levels and quality
Bonus Skills (Not Required):
* Experience with software applications, office suites, and cloud-based services
* Previous experience in a call centre, customer service, or shared services environment
* A continuous improvement mindset, always looking for ways to enhance service quality or team processes