Job Description
The Role:
To understand the Customer’s needs and to resolve the customer’s query in a timely and professional manner, ensuring an unrivalled customer experience.
Key Responsibilities:
• Act as first point of contact for Residential Customers through phone, email and letter
• To investigate all customer queries and provide feedback to customers on their issues, ensuring that their concerns are resolved in a timely manner
• Managing your time to make sure all administrative and outbound call work is completed within the expected timeframe
• To grow and maintain positive relationships with all customers ensuring that we are putting the customer first in all of our interactions
• To achieve all KPIs associated with call handling times and quality of responses
• Ad hoc administrative and customer duties as needed to offer customers the best experience
Skills and Experience:
• 1 year of proven Customer Service experience with a record of consistently exceeding customer needs in a fast paced, target driven environment
• Demonstrable experience of working in a call centre or contact centre environment is desirable, but not required
• Demonstrable experience of working in a team environment
• Proficiency using Microsoft Office packages
• Previous experience of telecommunications is beneficial, but not essential
