FirstSource : Customer Service Advisor work from home - £13561.60 a year

Jon

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Found this today which should interest some of you - seems to be an ongoing position so get applying if you are after a fulltime work from home job


http://firstsource.amris.com/wizards_v2/firstsource_uk/vacancyView.php?requirementId=4&



Job Ref:
4
Job Title:
Customer Service Advisor
Location:
Work From Home
Salary:
£13561.60
Hours:
40 hours per week
Shift Pattern:
Candidates should be available to work within a shift pattern between the hours of 12:00pm-11pm Monday to Sunday.
Close Date for applications:
Close date not set


Main Responsibilities:
CSA are the first line contact with the client`s customers and Firstsource recognises the importance of each CSA delivering a high quality service to support the client`s brand and reflect the values of both our organisations. To deliver an exceptional, commercially focused and professional customer experience by responding to inbound technical support queries from customers. CSAs will form part of the Operational Team handling customer support queries. Reporting relationships:The jobholder will report to a Team Leader. Job Purpose:provide solutions to all issues raised by customers during the one to one conversation in so far as the CSA is able.-Deliver outstanding service by taking ownership of the customers` problems / queries and aim to provide an immediate solution -Make decisions to resolve the customers` problems / queries based on their individual needs, and nature of problem.-Escalate technical issues to the relevant support group and follow through where necessary-Handle customer objections and manage their expectations.-Assist other team members to resolve customer problems / queries.-Update relevant information accurately into the client`s systems.-Lead by example, be approachable, and demonstrate a "can do" attitude, to develop a team working culture to help us achieve the best results.-Undertake outbound calls for follow-up where required.-Work to targets (e.g. quality of handling customer contacts); manage own time and prioritise tasks to meet and exceed these targets.-Escalate issues to line manager where appropriate.The person: Experience/Skills & Personal Qualities:-Minimum six months hands-on experience of working in a contact centre environment is desirable, but experience of dealing with customers in other demanding environments (e.g. retail. leisure, etc) would also be applicable.-Excellent telephone manner and / or experience of dealing with customers face to face.-Basic PC literacy.-Results driven and commercially aware.-Excellent verbal communication skills; good listener who is able to understand and identify customer needs whilst delivering exceptional service.-Conscientious and reliable individual who is self motivated.-Friendly personality shows confidence and pride in delivering excellent service.-Open and trustworthy.-Enthusiastic with positive attitude to work and a logical approach to problem solving.-Keen for self-development and personal -Flexible and embraces change.The requirements to Work from Home are:-A dedicated room with a closable door in order to minimise disruption.-A broadband connection speed that is 2Mb or above.-A working land line that will be dedicated to work during the business operational hours.-A desk and appropriate chair.-A telephone socket in the same room as work space.NB - An Internet connection will need to be a wired connection (Wireless is not possible) and Laptops cannot be used.Candidates will need to provide:-Appropriately sized computer monitor.-Mouse (USB ONLY).-Keyboard (USB ONLY).-Headset.-Dialpad
 

alditoharrods

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Really intrigued by their requirements for equipment. Especially "Laptops cannot be used" ???
 

Jon

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alditoharrods said:
Really intrigued by their requirements for equipment. Especially "Laptops cannot be used" ???


to be fair that's not uncommon in these sort of roles
 

Catwoman1975

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alditoharrods said:
Really intrigued by their requirements for equipment. Especially "Laptops cannot be used" ???

Its a customer information security issue. Dont have a clue why. I worked for the client when the contract was held by TeleTech, which has now been take on by First Source and we were not allowed to use laptops or work over wireless.
 

DillyBloss

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They do supply you with a basic thin client now - you need a monitor, keyboard, mouse and headset.

And a quiet room to work in of course.
 

doublemum

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What's a basic thin client?
I'd be interested but set up for not only getting a dedicated phoneline in another room, broadband access in another room AND a desktop are just too much on a salary of £13K I think.
 

DillyBloss

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it is a small basic computer.

I didn't use a dedicated phone line or broadband. Just used what I had already.
 

Jon

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A thin client is either

hardware - little box that tags into your monitor and gives you the setup THAT want you to have
or
software - An icon you click on that gives you the desktop THEY want you to have. It works remotely so when you are working for them you see one version of your desktop and when you are not you just have your regular computer setup
 

doublemum

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I see thankyou both.
The new phone line and broadband connections would be for the dedicated room you need as you can't use wireless and must plug in your landline in that room. Didn't realise all these extra costs would be incurred over and above headset etc.
 

DillyBloss

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doublemum said:
I see thankyou both.
The new phone line and broadband connections would be for the dedicated room you need as you can't use wireless and must plug in your landline in that room. Didn't realise all these extra costs would be incurred over and above headset etc.

But you wouldn't need a new line - just an extension to the existing phone line would be enough?
 

doublemum

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Possibly. The room I am thinking of is a very long way from the phone socket though!
 

Jon

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Honestly all you need is a phone extension cable which is about £5 and you are good to go!!!
 

chocolat

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I already have a CV uploaded to FirstSource as I went for a GiffGaff agent job (though the hours offered weren't suitable). Never heard a thing from this one when I applied a few weeks ago :(
 

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