Temporary 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
Temporary
Closing Date
04/05/2017
Ref No
220

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 and 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