This is an exciting permanent opportunity as a Customer Experience Advisor to join our Customer Relations Team.

What you’ll be doing

The jobholder will be acting as the first point of contact for BSI Customers to maintain and increase revenue through the sales of subscriptions and British, European, and international standards. The jobholder will be providing technical support to customers who use BSI online products and responding to customer queries through written and verbal communication.

Key Responsibilities

• Record and process orders enquiries received by mail, email, telephone, or personal in an effective manner to ensure that the BSI brand “Tone of Voice” and quality guidelines are always maintained.
• Act as the BSI switchboard and transfer calls to the business, answering a high volume of incoming telephone calls to provide first-time call resolution wherever possible.
• Process credit card payments for BSI products and services and raise credits, refunds, and validate payments to ensure that all services and subscription payments are collected promptly.
• Save potential membership cancellations by making outbound calls to chase payments and renewals.
• Resolve technical issues relating to BSI online platforms, liaising with second-line support for technical assistance when appropriate by taking accountability until a resolution has been made.
• Assist in testing new and existing products outside core business hours when required.
• Develop effective relationships with internal and external customers
• Take responsibility for generating and processing daily reports
• Identify, gain agreement on, and implement improvements to internal processes to improve the efficiency of the Department
• Handle customer complaints, taking corrective action and escalating if required
• Process ad hoc administrative duties and provide support across the Customer Relations department to achieve departmental goals and targets.

What we're looking for

• Providing an outstanding level of service to customers
• Excellent communication skills both verbal and written
• Work under own autonomy within a team environment
• Ability to perform under pressure and to work using your own initiative
• Highly computer literate
• Attention to detail & accuracy

What we offer!

We offer a highly competitive starting salary with 27 days annual leave with the opportunity to increase this to 30 days, company-paid private medical insurance, an excellent company-contributed pension scheme, and a wide range of flexible benefits that you can tailor to suit your lifestyle.

Job Types: Full-time, Permanent

Benefits:

• Flexitime
• Life insurance
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Work Location: Hybrid remote in London

Reference ID: IF - 10902

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