Overview

Job Purpose:

Working within the Customer Service Centre to provide all  customers with a key contact point.  Ensure that our customers enjoy a positive experience and receive timely responses to queries and requests.  To be the owner of the customer issue/incident until it has been satisfactorily resolved or escalated as appropriate.  To represent the customer in highlighting any service failings or improvement suggestions to the business.

Key Accountabilities:·         To provide our customers with a first point of contact via phone, email or chat.

·         To record and resolve customer services issues and incidents.

·         To own the service SLA as contracted to our customers.

·         To deliver service reporting to customers in a timely manner.

·         Data entry

·         To provide support to the Service Account Managers

·         To be proactive in the manner that tasks are approached and to be constantly looking for ways to add value to enhance the service we provide.

·         To work with and assist the Operations team to resolve repair and service issues in a timely manner.

Knowledge and Experience:

  • Proven hands on experience of administration showing knowledge and understanding of the customer service process, preferably in a service/customer care environment.
  • Enthusiastic personality with excellent interpersonal skills to form effective working relationships with people at all levels.
  • Proactive, self-accountable, assertive and self motivated with the ability to perform within tight time constraints, address root causes of issues, take the appropriate corrective actions and develop/improve administrative processes.
  • Understanding of the key drivers to increase customer satisfaction – both in terms of quality and on time delivery.
  • Ability to manage own time, organise workload and solve problems.
  • Excellent verbal and written communication skills, especially telephone manner and email writing ability.
  • Excellent team player with the ability to work independently under minimum supervision.
  • Ability to manage areas of responsibility to complete tasks on time while interfacing with other departments to ensure success.
  • Computer literate and a good working knowledge of Microsoft Office.
  • Excellent attention to detail.
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