Customer Support Advisor - Gaelic Speaker

As a Customer Support Advisor - Gaelic Speaker at CPM, your primary responsibilities include engaging positively with customers, resolving their inquiries, handling complaints, processing orders, and maintaining accurate records of all customer interactions. You will be crucial in fostering a supportive environment and ensuring customer satisfaction by addressing issues through phone, email, and digital channels.

To apply for the Customer Support Advisor - Gaelic Speaker position at CPM, you need to be fluent in Gaelic, both written and spoken, along with a confident command of English. Having a customer-first mindset, strong communication skills, tech-savviness, and excellent organizational skills are also key qualifications for this role.

At CPM, a Customer Support Advisor - Gaelic Speaker enjoys numerous benefits, including a competitive salary of 27,000€ gross per year, a hybrid working model, fully paid training, 24 holiday days per year, and ongoing training and development opportunities. Additionally, there are employee assistance programs, discounted private health insurance, and perks through the Employee Benefits Club.

CPM provides comprehensive support to Customer Support Advisors - Gaelic Speakers through fully paid training tailored to equip you for success in your role. You'll receive ongoing training and development opportunities, alongside excellent team engagement activities and resources that promote a culture of care and inclusion.

The working schedule for the Customer Support Advisor - Gaelic Speaker position at CPM involves full-time hours, totaling 39 hours per week. The schedule rotates Monday through Sunday from 9 am to 6 pm and guarantees two weekends off each month, ensuring a balanced work-life experience.

When dealing with a difficult customer interaction, it's important to remain calm and actively listen to the customer's concerns. Show empathy by acknowledging their feelings, and ensure that you clearly understand the issue before attempting to resolve it. Offer support and reassurance, and always follow up to confirm that they are satisfied with the solution.

To stay organized while managing multiple customer queries, I prioritize tasks based on urgency and complexity. I utilize tools such as checklists or digital note-taking apps to keep track of unresolved issues. Maintaining clear documentation of each interaction ensures continuity and helps me provide timely follow-ups.

Communication skills are vital for a Customer Support Advisor - Gaelic Speaker because they directly impact the quality of support provided to customers. Clear and effective communication enhances understanding, aids in problem resolution, and fosters trust and rapport with customers. It’s essential for creating positive experiences in every interaction.

I ensure that I maintain the company's values in my work by embracing a customer-first mindset, treating each customer interaction with respect and understanding. I constantly reflect on the core values of care, curiosity, and team achievement, making sure my actions align with these values and contribute to a positive workplace environment.

To effectively process customer feedback, I actively encourage and solicit input during interactions. I ensure I document and categorize the feedback for future reference, and share insights with my team to identify trends and areas for improvement. This collaborative approach helps us adapt our services to better meet customer needs.

Handling the pressure of meeting service level agreements (SLA) requires good time management and prioritization skills. I approach this by breaking down tasks, setting mini-deadlines, and focusing on one customer at a time to ensure quality service. Regularly communicating with my team about our progress and challenges also helps manage pressure.

I believe the most important skill for a Customer Support Advisor - Gaelic Speaker is empathy. Understanding and appreciating the customer’s perspective is crucial for providing effective support. Empathy helps in building strong relationships with customers, which in turn leads to higher satisfaction and loyalty.

Certainly! I once handled a complaint from a customer who received a wrong order. I first listened carefully to understand their frustration. I apologized for the inconvenience, promptly arranged the correct order, and offered a discount on their next purchase as an apology. By resolving it quickly and effectively, the customer appreciated the care and continued to support our brand.

To prepare for a hybrid working environment, I set up a dedicated workspace that's conducive to focus and productivity. I also establish clear communication protocols with my team, ensuring we can connect easily through digital tools. Staying organized with task management apps helps me to keep track of my responsibilities, whether working remotely or on-site.

I am driven by the desire to help others and make a positive difference in their experience. The satisfaction of resolving customer issues and receiving their appreciation is incredibly motivating for me. Additionally, I enjoy the challenge of finding solutions and continuously improving my skills and knowledge within the customer support landscape.