Customer Care Consultant (Voice) Part-Time

Shifts: Part-time (22.5 hours per week, working between 8.30am & 10pm Mon - Fri)

Salary: £21,300 Pro Rata

The role of a Customer Care Consultant is to build, maintain and enhance relationships with Yell’s customers, offering them expert support and advice throughout their journey with Yell. You are responsible for helping customers understand how their marketing programme works and offer tailored and thoughtful marketing solutions for their business.

You will also be responsible for handling day to day queries on a range of different subjects including (but not limited to) billing, amendments, and performance.

You are required to adapt your approach based on the customers’ needs and level of technical understanding using multiple communication methods to best suit the customer.

You will have a passion for digital marketing solutions and have strong level of understanding of digital and online platforms.

Responsibilities:

• To communicate effectively with our customers in a variety of ways which include telephone and other digital solutions, to retain Yell’s customers whilst delivering an exceptional service.
• Provide specialist advice on all Yell products including - Smart Performance, PPC, Video, Website, Yell.com, legacy products and Reputation Manager, using screen sharing and product specific portals to manage customers portfolios.
• Excellent written and verbal soft skills to help understand customers concerns.
• Ability to articulate solutions to retain and grow customers and take the necessary action to prevent any future dissatisfaction.
• Take full ownership for all enquiries and maintain contact with Yell’s customers until their enquiry is resolved. This includes any queries that are escalated to another departments.
• Setting customer up to succeed by educating and advising of Yell’s self-service platforms.
• Walking customers through the technical support and providing customers with Yell’s business driven directives to enhance, keep, grow and retain customers.
• Build effective relationships with internal, external customers & 3rd party organisations
• Achieve individual targets and KPI’s, adhere to schedules and put the customers at the heart of every decision you make.
• Have a good understanding of the digital marketing industry and have the desire to share best practice and discuss / develop new innovative ways to best serve our customers.
• Stay up to date with changes to Yell’s products and procedures.
• Flexibility to adapt to other roles dependent on business needs.

Skills:

• High levels of empathy and resilience
• Experience in Customer Contract / Customer Service role
• Ability to work in a target driven environment
• Excellent communication skills
• Comprehensive product and billing knowledge
• Good team player, independently self-motivated and self-managed
• Customer centric
• Exceptional organisational skills, to prioritise and manage own workloads, to meet business Service levels and customer expectations.
• Keeping the customer fully engaged with any ongoing cases
• Demonstrate Yell’s values in all that you do.

All successful applicants are required to complete 4 weeks of full-time training, Monday to Friday, 9am - 5pm. Please only apply if you can commit to this start date and training programme.

If you feel you suit some but not all of the above criteria, we still encourage you to apply as we review each application on its own merrit