Transcom

Transcom Worldwide is a Swedish outsourcing company which provides customer care, sales, technical support, and collections services through an extensive network of contact centers. We operate in Europe, North and South America, Asia and North Africa. In the UK we are located in the north-east area of Leeds, West Yorkshire.

The primary purpose of the Customer Support Advisor is to provide telephone customer service to users of software used within the healthcare sector. This will involve correctly identifying if the customer is the authorised caller and apply core categorisation to any of their issues. Assisting the customers with their queries may be required to help with a first-time resolution or directing them to the training materials within the software. The advisor will need to undertake real-time account administration via an automated dialer system and bespoke database.

Benefits:

• Salary £24,825 per annum plus bonus potential up to £1,200 per annum 
• 25 days paid holiday plus paid bank holidays
• Free on-site secure parking
• Good location close to local amenities and bus services
• Eye test vouchers
• Employee Assistance Programme (Wellbeing Helpline & Resources)
• Adherence bonus ( £100 per month for 100% attendance, T&C apply)

Responsibilities:

• Maintain comprehensive notes of all customer discussions within the call log in line with current procedures
• Resolving issues raised by customers promptly
• Identify third-party issues e.g. integration issues with the software
• Handle inbound calls via the automated Dialler system
• Process data concerning account management, which implies understanding, decision-making, analysis, and good communication skills
• Active participation in all aspects of training and self-accountability for personal development and objectives
• Ensure that all company policies and processes are followed at all times, to guarantee accurate, objective, and polite conduct and comply with all laws and regulations that apply to this industry in their different jurisdictions where applicable
• Collect Minimum Data Set whilst speaking to the user, to be able to send all the information to an external team, in case the call is categorised as an "Incident"

To qualify for this role, you must:

• Be flexible for a permanent full-time position, 37 hours per week (Monday to Friday from 8:30am to 5:15pm) on-site
• Have a confident telephone manner
• Have previous experience using different systems/software
• Have previous experience of working in a call centre or similar environment
• Have a background in a customer-facing role
• Have customer service experience
• Have previous experience working in a performance-driven environment
• Have good interpersonal skills (both written and oral)
• Take ownership of quality, competence, and results

To be successful in this role you should:

• Have a positive and friendly attitude towards customers and colleagues
• Have excellent communication skills
• Be receptive to feedback and change
• Have an ability to work well under pressure
• Provide attention to detail
• Be service orientated
• Be proactive
• Be highly flexible and welcome change/improvements