My client is hiring for a full time, experienced Customer Service Operative covering domestic gas service contracts. The successful candidate will be responsible for delivering a great customer experience through a variety of customer contact channels (phone, email, live chat etc.). You will ensure customers and engineers receive a friendly, professional and consistently high-quality service helping to resolve various queries and get it right first time.
Responsibilities:
* Achieve exceptional standards of customer service and always deliver ‘The Perfect Repair’
* Answer calls (from customers, engineers and clients) and facilitate appointments, in line with contract conditions
* Plan engineers work
* Carry out engineer diary management
* Book service appointments
* Approve engineers timesheets
* Monitor and action escalation reports
* Support the gas department with administration tasks
Requirements:
* Must be able to work in a busy and high-pressured environment
* Must be able to handle challenging calls and remain calm under pressure
* Excellent communication skills at all levels (both written and verbal)
* Previous experience in a customer service/call centre role preferred
* Gas/Home maintenance experience preferred, but not essential
* Exceptional customer service skills
* Understanding delivery of best value and continuous improvement
* Good organisational skills