VPS UK&I Radcliffe, England, United Kingdom
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JOB TITLE: Customer Service Agent
BUSINESS UNIT/DEPARTMENT: Customer Service Centre
REPORTS TO: Customer Service Team Leader
JOB TITLE: Customer Service Agent
BUSINESS UNIT/DEPARTMENT: Customer Service Centre
LOCATION: Radcliffe
REPORTS TO: Customer Service Team Leader
RESPONSIBLE FOR: To act as the first point of contact for our customers and Network Partners
ROLE PURPOSE: Providing the best possible levels of service while acting as a liaison for our customers and Network Partners, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency
LEVEL/GRADE : Entry level agent
DATE: October 2023
Key Accountabilities & Activities
Team Work
* To work within a successful team that will achieve and exceed team KPI’s and provide an exceptional customer experience.
* Be a proactive member of the team and a diligent proud ambassador of Nexus at all times.
* Communicate effectively and efficiently with internal and external customers.
* Make clear concise and accurate notes to detail every interaction with a customer for future reference and evaluation.
* Behave in a professional and courteous manor and conduct all tasks with a customer centric mindset, when taking phone calls, emails and liaising with internal stakeholders
Operational Performance
* To execute all tasks and requests with a high degree of accuracy and in accordance with company procedures and standards.
* To handle all telephone calls in a professional and timely manner.
* Effective liaison with Network Partners in order to achieve SLA’s.
* Proactive communication to our customers to ensure their expectations are managed.
* Complaint handling skills, evaluating any associated risk and escalating where appropriate.
* Sound service knowledge in order to identify customer needs and be positioned to recommend the appropriate service.
* Collaborative approach to colleagues within all other business functions, sharing data and knowledge to improve both customer journey and internal operations
* To complete any reasonable tasks delegated to you by the Team Leader
Key Outputs/Metrics
* Speed of response and 100% App usage.
* Reduced complaints
* Calls Answered within KPI 30 seconds.
* Right first time – reduced ticket reopening.
* Excellent Phone and Email communication.
* Ensuring real time updates of activities within the operating system.
* Escalation of unresolved issues to Management team in line with the process.
Essential
Essential/Desirable qualifications and experience and personal attributes
* Great communication skills and ability to work as part of a team.
* Attention to detail and great written and verbal communications skills.
* The ability to multitask within a dynamic fast paced environment.
* Strong organisational skills, to be mindful of SLA’s and customer expectations, conducting any relevant follow ups within a timely manner
Desirable
* Previous experience within the security industry
* Innovative approach to work, solutions focussed
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
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