Customer Service Advisor

To provide excellent service and support at all times to all our stakeholders in line with our company vision, mission and values

Department
Operations
Salary
Up to £23K
Location
Oxford
Term Length
Permanent
Ref No
224

Job Responsibilities

  • Communicate professionally at all times with all our stakeholders
  • Provide solution focused support and advice to all our stakeholders by telephone, email and written communication
  • Wherever possible, be a single point of contact and take ownership of any query, request or issue
  • Support our products and services including the registrant and registrars online services
  • Update records and keep accurate notes of customer interactions
  • Process applications for our services and maintain contact information for our members and registrars
  • Process requests from registrants and registrars to update their domain names using our in-house systems
  • Ensure correct authorisation is received from registrants and registrars when making changes or updates to domain name or account records
  • Complete checks associated with the data quality initiatives to ensure that the register has correct and complete data
  • Develop relationships and a pro-active approach with registrars, understanding their requirements
  • When required, be involved in outbound calling campaigns, compliance projects and other projects that will improve customer satisfaction
  • To be familiar with our accounting systems, including payments, credit control,  account queries, statements, ledgers and credit limits
  • Pro-actively analyse our systems and services, making suggestions on improvements where appropriate
  • Work with the 2nd line support team, to ensure first time resolution at all times

Interpersonal skills

  • Works effectively as ‘part of the Company team’, communicates positively at all levels both internally and externally
  • Works effectively as part of a department team, recognises areas where support is required and offers assistance
  • Is flexible and adaptable in approach
  • Takes an active role in personal development and frequently reviews individual objectives and attends training sessions as required
  • Professionally manages customer communications
  • Professionally manages workload and conflicting priorities
  • Able to effectively problem solve and use initiative
  • Able to demonstrate Nominets values: Integrity, Courage, Accountability and Performance

Key results / Outputs and deliverables

  • Meet and exceed customer expectations
  • Work effectively with your customer service colleagues and other departments to ensure that we deliver exceptional customer service
  • Support all of our customer with their enquiries, providing solution focused support and first time resolution
  • Commitment to meeting individual, department and company objectives/targets, including customer satisfaction
  • Contribute to making the customer services department a centre of service excellence
  • Demonstrate a belief in our values through your attitude and actions

Professional skills, background and profile

  • Experience of working in a fast moving customer service or help desk environment
  • Ideally an understanding of the Internet and Domain Name System (DNS), registrants and registrars
  • Excellent interpersonal and communication skills
  • Solution and resolution focused
  • Excellent time management skills
  • Outgoing, approachable and friendly with a ‘can do’ attitude
  • Self-motivated and enthusiastic, love to help and can naturally show empathy towards the customer’s needs.
  • Computer literate