Customer Advisor

...

Phoenix Natural Gas

Employer Location: DOWN
Phone Number: 02890555573
Email: careers@phoenixenergyni.com
Web: https://www.phoenixenergyni.com/

Job description

To be the primary contact for inbound customer contacts in respect of gas emergencies, scheduling energy advisor appointments, job updates and other business-related enquiries. The job holder will be responsible for recording customer and job request details on company systems and initiating appropriate responses, in line with defined business processes to deliver excellent customer service, paying particular attention to safety, sales and standards of service requirements. Provision of general administrative support including the planning of asset maintenance programmes, documentation verification, and data input. Highly proficient in data inputting and assisting with administration tasks. .

Responsibilities

  • Handle effectively a variety of incoming telephone calls providing an efficient and effective service to existing and potential customers.
  • Respond to telephone queries raised by customers, following defined business processes, delivering customer service requests and initiating remedial action in respect of complaints and reported gas emergencies.
  • The direct dispatch of emergency and non-emergency jobs to contractors, engineering staff and construction teams using voice and electronic communications.
  • Updating connection, metering and service information on company systems following incoming calls from operational field operatives. Able to interpret and translate technical information to ensure that the appropriate responses and data capture.
  • Assist in the administration and planning of asset maintenance work and gas service connections to the Phoenix Natural Gas Network, utilising diary and resource planning systems.
  • General administrative tasks, recording customer complaints, booking energy advisor appointments , and data inputting of completed appointments, service work documentation, completed meter service job documents and incentive management information.
  • Sound knowledge and understanding of company systems and processes with the ability to effectively comply with their requirements.
  • Contribute to the achievement of Phoenix Natural Gas corporate goals and objectives with particular emphasis on delivering customer service standards.

Skills and Qualifications

Essential Skills

  • At least one year's relevant experience working within a customer service environment and dealing with telephone enquiries.
  • Relevant administrative experience.
  • Excellent IT skills.
  • Ability to work as part of a team and on own initiative without supervision.
  • Ability to multitask various activities.
  • Excellent communication skills including telephone manner.

Desirable Skills

  • 1 year's experience working within a contact centre dealing with high volume telephone enquiries.
  • Experience of managing a diary system.
  • Experience of updating high levels of data on a computer system.
  • Experience of complaint handling.

Further Information

Work time: 8.30am to 5pm Mon to Thur (one late evening per week to 7pm Mon to Thur), 8.30am to 4.30pm Fri.

Application Information

Please go to: http://w3rl.co/14nZC

Vacancy ID
1587634
Job ref.
P1402e
Job Sector
Customer Service and Call Centre
Area
Belfast
Location
Belfast
Salary
£19,350 per annum
No. vacancies
2
Contract Type
Permanent
Weekly hours
37
Published date
02/02/2023
Closing date
15/02/2023
Worktime
8.30am to 5pm Mon to Thur (one late evening per week to 7pm, Mon to Thur), 8.30am to 4.30pm Fri

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