Job description
Earn while you learn with our award winning training team
This is an exciting apprenticeship opportunity within our customer services department based in our Head Office in Sunderland.
The Customer Support Team provides service to a number of divisions including: PTC Lead supported, PTC, Web and IG Fulfilment. Working as a Customer Support Clerk you will be liaising directly with customers over the phone, via live chat and email for any pre-departure queries, producing documentation instantly on booking and meeting both customer and agents requirements. You must be performance driven and customer focused, with a positive can-do attitude.
Key Responsibilities
1. To ensure that all bookings are administered professionally and within given timescales
2. To ensure that all incoming telephone calls and live chats are processed on a timely basis and in a first class manner
3. To ensure e-mails are prioritised and dealt with on a timely basis
4. Daily/weekly Audit and Exception Reporting
5. Report any issues/improvements where appropriate
6. Monitoring and maintaining high productivity
Competencies Required
7. A good team player
8. Good organisational skills with the ability to prioritise own workload
9. A clear and effective communicator with the ability to liaise with internal and external customers
10. Ability to build relationships with customers, providing exceptional customer service at all times
11. Analytical and problem solving skills
12. Ability to work as part of a team in a dynamic and vibrant department
13. Strong team player who is supportive and strives for success for themselves and their team
14. An enthusiastic and positive approach to learning and progressing within the company
Technical Skills Required
15. Basic knowledge of computer systems Microsoft Word and Excel with the ability to utilise its key functionalities
16. Strong attention to detail and accuracy skills
17. File management skills
18. Web Navigation Skills
Qualifications/Experience required
19. English & Maths grade 4 or above
General
20. To be committed and dedicated to completing the customer service Apprenticeship programme within the 12 month timescale, attending all relevant training workshops
21. To undertake any other duties that may fall into the job criteria
22. To conform with all company policies and procedures including Health and Safety
23. To treat all employees, customer and suppliers with dignity and respect