About Company
Looking to kickstart or advance your career in a dynamic support environment? Career.zycto is a rapidly growing consultancy specializing in connecting talent with opportunity across various sectors. We pride ourselves on fostering a collaborative culture where professional growth is paramount. Joining our Edinburgh team means becoming part of an organisation that truly values effective communication and empowering individuals to excel. We’re dedicated to providing unparalleled service, both to our clients and our own employees, ensuring every interaction builds strong, lasting relationships. If you thrive on helping others and are eager to make a tangible impact, you’ll find a welcoming and supportive home here.
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Job Description
Are you a natural communicator with a passion for helping others? Career.zycto is seeking an enthusiastic and dedicated Customer Service Advisor to join our vibrant team in Edinburgh. This is an exciting opportunity to be the front-line voice of our brand, providing exceptional support and building lasting relationships with our diverse client base.
In this pivotal role, you will be responsible for delivering world-class customer service across multiple channels, primarily phone and email, and occasionally through other digital platforms. Your days will be dynamic, filled with engaging conversations and opportunities to resolve a wide array of customer queries, ranging from general information requests to more complex problem-solving scenarios. We are looking for someone who can actively listen, empathize with customer needs, and articulate solutions clearly and concisely, ensuring every customer feels heard and valued.
Beyond simply answering questions, you will be empowered to take ownership of customer issues from initial contact through to resolution, escalating when necessary but always striving for a first-contact resolution. You’ll become an expert in our services and systems, continuously learning and adapting to provide the most accurate and up-to-date information. Your ability to navigate various software tools efficiently will be key to managing customer interactions effectively and maintaining our high standards for service delivery.
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We believe that exceptional customer service is built on genuine interactions and a proactive approach. As a Customer Service Advisor, you’ll not only resolve immediate concerns but also identify opportunities to enhance the customer experience, contributing valuable feedback to our internal teams. This role is perfect for an individual who is driven by customer satisfaction, thrives in a fast-paced environment, and is eager to grow within a supportive and forward-thinking company. Join Career.zycto and make a real difference in how our customers experience our brand.
Key Responsibilities
- Respond to customer inquiries via phone, email, and other channels promptly and professionally.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Handle customer complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution.
- Keep records of customer interactions, transactions, comments, and complaints.
- Follow communication procedures, guidelines, and policies.
- Go the extra mile to engage customers and enhance the overall experience.
- Identify and assess customers’ needs to achieve satisfaction and build loyalty.
Required Skills
- Proven customer support experience or experience as a Client Service Representative.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and practices.
- Excellent communication and presentation skills.
- Ability to multi-task, prioritize, and manage time effectively.
- Customer orientation and ability to adapt/respond to different types of characters.
- High school diploma or equivalent.
Preferred Qualifications
- Associate's or Bachelor's degree in a relevant field.
- Experience with specific customer service software (e.g., Zendesk, Salesforce Service Cloud).
- Ability to speak additional languages (e.g., French, German, Spanish).
- Experience in a fast-paced, high-volume contact center environment.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness benefits.
- Generous paid time off and holiday schedule.
- Opportunities for professional development and career advancement.
- Access to continuous learning and training programs.
- Vibrant, collaborative office environment in central Edinburgh.
- Regular team social events and activities.
- Employee assistance program.
How to Apply
To apply for this exciting opportunity, please click on the application link below. We encourage you to submit your resume and a cover letter detailing your experience and why you are a great fit for Career.zycto. We look forward to reviewing your application!
