Customer Service Representative / Advisor Jobs in Wakefield WF1 | Immediate Start

Job Description: Customer Service Representative / Advisor

Phone Direct is partnering with a renowned client in the Wakefield WF1 area to find a proactive and empathetic Customer Service Representative / Advisor. This is a pivotal role within a dynamic customer support team, handling inbound enquiries across phone, email, and live chat. You will be the first point of contact, responsible for resolving issues, providing accurate information, and ensuring every customer interaction ends on a positive note. Our client operates in a fast-paced sector where excellent service is paramount to their success, making this an ideal role for someone who thrives on variety and making a tangible impact.

By applying through Phone Direct, you gain access to exclusive opportunities with employers who trust us to source top-tier talent. We streamline the hiring process, offering clear communication, support from a dedicated consultant, and a direct pathway to roles that may not be advertised elsewhere. Whether you're seeking an immediate start to bridge a gap or a long-term career move into customer service, our expertise in the Wakefield market ensures we can match your skills with the right environment. For more insight into the evolving world of customer support, explore our resource on next-generation customer support breakthroughs.

Key Responsibilities & Daily Duties

As a Customer Service Advisor in Wakefield, your day will be varied and engaging. You will be empowered to handle a range of tasks that are critical to customer satisfaction and business operations.

• Handling Multi-Channel Enquiries: Professionally manage a high volume of inbound customer contacts via telephone, email, and web chat systems, providing first-contact resolution wherever possible.
• Problem Solving & Complaint Resolution: Listen attentively to customer concerns, investigate issues using company systems, and provide effective, compliant solutions in line with company policy, aiming to turn negative experiences into positive ones.
• Order & Account Management: Process orders, returns, and refunds accurately using the internal CRM. Update customer accounts, track deliveries, and handle billing queries with a meticulous eye for detail.
• Product & Service Knowledge: Maintain an up-to-date and thorough understanding of the company’s products, services, and promotional offers to provide confident and accurate advice to customers.
• Data Entry & Record Keeping: Accurately log all customer interactions, actions taken, and relevant notes in the central database to ensure a seamless customer journey and provide insights for business improvement.
• Upselling & Cross-Selling Support: Identify opportunities to add value for the customer by recommending relevant additional products or services that meet their needs, contributing directly to team targets.
• Collaboration & Feedback: Work closely with team members and other departments (e.g., logistics, technical support) to resolve complex queries. Share customer feedback to help improve processes and service delivery.

What We're Looking For: Essential Skills & Experience

To excel in this Wakefield-based Customer Service Advisor role, you will need a blend of proven experience and innate personal qualities. We are looking for candidates who are not just looking for a job, but a role where they can grow and contribute meaningfully.

• Proven Customer Service Experience: At least 6-12 months of experience in a similar customer-facing role, ideally within a call centre, retail, hospitality, or office administration environment. Experience with live phone answering services is a significant advantage.
• Exceptional Communication Skills: Outstanding verbal and written English with the ability to explain complex information clearly, calmly, and professionally. Active listening is key.
• Technical & System Proficiency: Confidence in using computers, CRM software, Microsoft Office Suite, and the ability to quickly learn new in-house systems. Familiarity with cloud-based telephony is beneficial.
• Resilience & Problem-Solving Attitude: The ability to stay positive under pressure, manage challenging conversations with empathy, and think on your feet to find practical solutions.
• Team Player with Initiative: A collaborative spirit, willing to support colleagues, but also self-motivated to manage your own workload and take ownership of customer issues from start to finish.
• Strong Organisational Skills: Excellent time management and the ability to prioritise a busy workload, ensuring all tasks are completed accurately and within agreed timeframes.