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