Note: The job is a remote job and is open to candidates in USA. Capita is an outsourcer helping clients across the public and private sectors run complex business processes more efficiently and create better consumer experiences. The Customer Service Advisor will support customers by phone, resolve enquiries, maintain accurate records, verify identities, investigate accounts, and contribute to service improvements while following data protection and security procedures.
Responsibilities
- Handle a high volume of inbound customer calls, providing a professional and efficient service
- Support customers with a range of enquiries, taking ownership to resolve issues and provide effective solutions
- Update and maintain accurate customer records across internal systems
- Verify customer identities in line with security and data protection procedures
- Investigate customer accounts to resolve discrepancies and deliver positive outcomes
- Guide customers through relevant processes and updates while contributing to continuous service improvements
Skills
- Excellent verbal communication and active listening skills
- Strong customer service and problem-solving abilities
- Ability to explain complex information in plain English
- High levels of accuracy and attention to detail
- Experience working in a fast-paced, target-driven call centre environment
- Proficiency in using multiple computer systems and databases simultaneously, alongside an understanding of confidentiality, data protection, and security procedures
Benefits
- 23 days holiday (rising to 27) with the opportunity to buy extra leave
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- The flexibility of working from home
- Auto-enrolment to our company pension
- Life assurance
- A cycle2work scheme
- 15 weeks fully paid maternity, adoption and shared parental leave
- Paternity pay of two weeks
- Voluntary benefits designed to suit your lifestyle from discounts on retail and socialising, to health & wellbeing, travel and technology
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
- Exciting opportunities to expand your skills, explore new paths, and advance your career
Company Overview