The Role:
Manage customer accounts and communications via telephone, email and live chat. Agents are expected to handle general queries, system administration, collections and complaints. Our client has put a huge amount of thought into career development since the day it opened its doors and has now stepped it up a level with a strategic new process for all staff members, to make sure everyone that wishes to progress has a clear career path.
Main Responsibilities
- Answer and make calls professionally
- Respond to customer enquiries
- Handle and resolve customer complaints
- Provide customers with product and service information
- Enter/maintain customer information on bespoke admin system
- Process partial applications
- Identify and escalate priority issues
- Follow up customer calls where necessary
- Complete call logs
- Produce call reports
- Work toward set goals and volumes
Knowledge, Expertise, Experience, Qualifications
Essential:
- Ability to demonstrate understanding of company and system processes
- Passion for excellent service and customer relations
- Proficient in relevant computer applications
- Knowledge of customer service principles and practices
- Knowledge of call centre telephony and technology
- Six months or more experience in a call centre environment
- Customer service experience
- Good data entry/keyboard skills
- Knowledge of administration and clerical processes
Preferred:
Key Competencies
- Verbal and written communication skills
- Listening skills
- Problem solving
- Organisational skills
- Attention to detail
- Initiative
- Judgement
- Adaptability
- Team work
- Stress tolerance
Hours Of Work
My client works in a shift rotation pattern as follows:
Week1- 8am till 4.30pm
Week2- 10.30am till 7pm
The role will require for you to work 1 Saturday in every 4.
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