Job Details
What is the role
Protecting and enhancing revenue through delivering first class, timely customer service from all methods of customer contact. Working within a busy, vibrant department this role will encompass all aspects of ‘Front Line Customer Service’, including complaint handling, problem solving and management of online customer reviews.
What you will do
- Message handling within agreed current service level delivering first-time resolution for customer queries in line with policies & procedures
- Handling incoming calls within agreed service level and standards with an aim of first-time resolution, delivering all the customer needs in line with Policies and procedures
- Return communications with customers within agreed timescales to ensure full resolution of customer queries and issues
- Investigating and escalating customer issues when appropriate to enable effective resolution and continuous improvement
- Utilising available systems for tracking, information gathering, troubleshooting and communication
- Liaise with internal departments and third parties such as couriers for resolution of customer issues
- Effectively handle any customer complaints through to resolution, ensuring all key stakeholders are informed
- Taking payments and issuing refunds taking all necessary steps to secure confidentiality of customer data at all times
- Day to day administration and system updates
- Contributing to the continuous improvement of customer service by suggesting and assisting with improvements in processes, procedures and ways of working and delivering customer communications
What you will bring
- Customer service skills – relationship management and putting the customer first
- Problem solving and ‘can do’ approach
- Attention to detail – meticulous, thorough and right first time mentality
- Time management
- Ability to prioritise workloads
- Self-motivated and proactive approach to tasks
- Willing to learn and able to work under pressure
- A strong commercial outlook & keen business sense
- Excellent organisational skills
- Ability to work to tight deadlines
- Good English & communication skills
- Proven ability to work well within a team and to use own initiative
- Proven record of good attendance and flexibility
- An energy and enthusiasm to succeed
- Ability to adapt to frequent change within a high pressure environment
