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Assistant Customer Support Advisor

Customer Service
Job Type:
£22000 to £25000 per annum
Ref #:
Post Date:
15-05-2019 02:09 PM
London, The City
Customer Support Adviser/Administrator



My client, an established professional body based in the heart of the City, are looking for a Customer Support Adviser/Administrator who has gained office experience in a customer focussed position. The successful candidate will have experience of using a database to log client information and thrive providing 5- customer service over the phone and via email.


To have primary responsibility and manage the administrative function for the team, which would include;

- Ensuring all correspondence (letters/emails) are registered and scanned onto the Database within 24 hours of receipt.
- Answer telephone calls in a professional manner and at times in a hectic environment.
- Processing applications, liaising with Claimants and Members, ensuring correct documentation is received.
- Record details correctly, provide assistance and information when required.
- Ensure that all correspondence is dealt with properly and within the timeframes as agreed with the Senior Customer Support Manager and/or the Senior Customer Support Adviser.
- Where appropriate approach Members and refer cases to the Legal Department, Destination and Sustainability and/or the relevant Claims Handling Partner.
- Advise customers how they can pursue matters and advise on the options available should a dispute remain unresolved.
- Ensure that records are kept of correspondence with clients and members.

Skills and Experience

- A high standard of literacy and exceptional communication skills.
- Good people skills with an excellent telephone manner with strong empathetic and listening skills.
- Willingness to learn and get involved.
- Patience and calmness under pressure.
- Ability to handle difficult situations.
- Flexibility.
- Pro-active and confident team player
- Experience in or out of the travel industry of dealing with complaints, would be of an advantage but not essential as training will be given.

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