Customer Service Advisor - Migrant Help

$23,985 - $23,985/Yr

Maximus Services - Leicester, MA

Full-time - Entry Level

Leicester, MA

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Customer Service Advisor at Maximus Services, LLC is responsible for delivering exceptional service to a diverse range of service users, including those from charity, third sector, and government sectors. This role involves providing information, advice, and guidance through various communication channels while ensuring compliance with relevant policies and procedures. The advisor will work collaboratively with colleagues to maintain high customer satisfaction and continuously improve service delivery.

Responsibilities

• Understand, support, and advise customers requiring a wide range of information, advice, and guidance.
• Provide a telephone and multi-channel support service with integrity and professionalism.
• Comply with customer expectations and ensure achievement of Service Level Agreements (SLAs).
• Provision of multi-channel information services and accurate, meaningful information to customers.
• Listen patiently and empathize with callers, conveying a genuine desire to help.
• Maintain the Customer Records Management (CRM) system with accurate data input and record keeping.
• Work with colleagues to ensure the highest level of customer satisfaction.
• Initiate and respond positively to continuous service improvement.
• Conduct effective research on various topics to meet deadlines.
• Operate in compliance with company policies, HR best practices, and relevant regulations.

Requirements

• Proven experience in delivering a supportive service role.
• Ability to work as part of a team.
• Experience providing information through telephone, online, email, and live chat.
• Skilled in researching, collecting, and recording data evidence.
• IT literate with full working knowledge of MS Office Suite and Windows-based databases.
• Ability to plan and coordinate own workload effectively.
• Excellent communication and interpersonal skills.
• Strong decision-making abilities.
• Ability to empathize with people at all levels.
• Capability to manage and resolve complaints.
• Emotional resilience.