Customer Service Advisor

Description:

The Customer Service Advisor will join ESB Networks Customer Care Centre, within the Customer Experience Area, ESB Network, providing customer support to all electricity customers. Customer Service Advisors deal with a broad range of work including dealing with customer queries, emergency and no supply situations, scheduling and managing work programmes, Pay As You Go metering processes, supporting electricity suppliers, new connections and general enquiries.

In this role the Customer Service Advisor works as part of highly skilled externally CCA accredited team that delivers first class customer service across various customer channels.

Key Responsibilities

• Handling external and internal customer queries promptly and politely
• Listening to customers to anticipate/understand their needs
• Taking all necessary steps to satisfy customers’ needs efficiently and accurately and communicating this to the customer
• Confirming that customer understands and is satisfied with outcome of the query
• Completing all tasks in a professional manner, prioritising customers’ needs and safeguarding their confidentiality
• Maintaining the integrity of ESB Networks IT systems, by completing all appropriate updates promptly and accurately
• Fulfilling the role of the representative of ESB Networks to all the customers she/he engages with