Newest Review: ... customer service roles, I found myself being the one to initiate or lead these types of conversation. To me customer service is all about... more
AN INSITE INTO MY JOB
Customer Service Adviser
Member Name: leeanne160480
Customer Service Adviser
I've worked in Customer Services for nearly 3 years now. I got critisised for leaving my old job as an assistant manager to coming to this job and "dumbing myself down" to work in this type of job, but I have to say I am better paid in my current job and the perks are better as well. So for a "dumb" job, it certainly does ok for me!
Although I use the term Customer Services in the place where I work there is Customer Service advisors, but I am actually a Technical Support advisor, but it is still the same idea. So I deal with problems and faults with Broadband and Television, which can be a tough job and not for everyone. So many people say they couldn't do my job, so do you have to be a certain type of person to do my job? I don't think so!
Customer Service has had the reputation of phoning Call Centre, maybe not getting through to someone in the UK, arguing with the person who's telling you you've not paid your bill and so on and the place I work has all of the above.
So what is my job? I am sitting on the end of the phone waiting on a call coming in to help the customer. I work 07.30-16.00 Tuesdays-Saturdays. I wouldn't say it is an easy job, and since I am dealing with Broadband and it could be 101 problems with the set up, exchange and so on you could be on the phone for an hour with the same person, and that can get a bit boring! At least 1 of our phone calls a day is recorded and we are constantly monitored on how our service is. Also we have to abide by ofcom regulations and a lot of customers get annoyed if we tell them we can't get into the account when they are not the account holder and there is no password on the account. Do they think we like saying this? No, but I would probably lose my job for breaking data Protection.
I myself don't really get bad tempered customers. I often get compliments saying how patient I am and how I am easy to understand. I do have a lot of patience and wouldn't mind being on the phone to someone for a couple of hours, as I don't get bored easily.
I think the main complaint is that customers may have to wait sometimes to get through to ourselves. We are well staffed and also employ outsorce companies to pick up calls when we get busier. So it's not just 10 people sitting here, there is hundreds and unfortunately we get busier at times, but then again we have nearly 9 million customers so even 0.5% of out customers phoning at the same time will cause a bit of a queue.
I like my work and I like the company, A little insite into my job
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