Customer Support Centre Advisor
$25,250–$25,250 year
HybridManchester, England, United Kingdom or Denton, Texas, United States
Job Summary
Respond to Dogs Trust customers, supporters, members, adopters, and the public via inbound and outbound calls and email channels. Identify customer circumstances and needs using appropriate questioning techniques while following set policies, procedures, and guidelines. Record all interactions accurately on in-house systems and maintain key performance indicators including average talk time, call quality, and after-call work. Act as the voice of Dogs Trust, upholding the organization's reputation and brand standards. This hybrid role involves two days per week at the Manchester Contact Centre, with the remainder from home. Candidates will attend a Teams screening call followed by a panel interview at the Manchester rehoming centre.
Required Qualifications
- exceptional listening skills
- experience of providing excellent customer service in a high demand environment
- skilled in handling telephone and email conversations sensitively and empathetically
- resilient
- proactive
- good working knowledge of Microsoft Office (inc. Word, Excel, PowerPoint and Outlook)
- experience of using web-based resources and electronic systems
- hybrid role working out of our Contact centre in Manchester two days per week
- rest of the time from home
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.