Contact Centre Advisor

What We Are Looking For

We are looking for a customer-focused, proactive, and detail-oriented professional who enjoys helping customers and resolving queries efficiently. The ideal candidate has excellent communication skills, a positive attitude, and the ability to work effectively in a fast-paced Contact Centre environment while consistently delivering a high standard of service.

Responsibilities

• Deliver excellent customer service and ensure a positive customer experience across all customer interactions
• Handle inbound and outbound customer contacts professionally, efficiently, and in line with company procedures
• Accurately process customer orders, requests, and inquiries according to local operating procedures
• Resolve customer queries within agreed timelines and provide regular updates on progress when required
• Escalate complex issues, complaints, or situations requiring special attention to the Contact Centre Team Leader
• Manage customer complaints in a calm, professional, and solution-oriented manner
• Maintain accurate records of all customer interactions and activities within company systems
• Ensure compliance with data protection, confidentiality, GDPR, and information governance requirements
• Continuously develop product, process, and system knowledge to provide high-quality support
• Meet individual productivity, quality, and service level targets while maintaining attention to detail
• Collaborate effectively with colleagues and contribute positively to team goals and performance

Requirements

• Up to 2 years of experience in a Contact Centre, Customer Service, Customer Support, Order Processing, or similar customer-facing environment
• Experience handling customer inquiries through multiple channels (phone, email, chat, etc.)
• Strong communication skills, both verbal and written
• Ability to manage customer complaints and challenging situations professionally
• Good organizational skills with the ability to prioritize workload and meet deadlines
• Strong attention to detail and commitment to accurate record keeping.
• Basic computer literacy and proficient keyboard skills
• Ability to work effectively under pressure in a fast-paced environment
• Customer-focused mindset with strong problem-solving abilities
• Flexible, proactive, and willing to embrace change and continuous improvement
• Experience working within regulated environments and following defined processes is an advantage

Minimum Skills Required

• Customer service and customer care skills
• Excellent verbal and written communication skills
• Active listening and rapport-building abilities
• Problem-solving and decision-making skills
• Complaint handling and conflict resolution
• Time management and prioritization skills
• Accuracy and attention to detail
• Data entry and record management skills
• Basic Microsoft Office and IT skills
• Ability to work both independently and as part of a team
• Ability to remain calm under pressure.
• Strong organizational skills.
• Adaptability and flexibility.
• Professional and responsible attitude.
• Commitment to confidentiality, GDPR, and data protection standards.