Official Specifications
Role Overview & Mandate
Executive Summary
Overview: Acting as the as the conduit between customers and the business, this role is about ensuring our customers receive...
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Overview:
Desirable:
Acting as the as the conduit between customers and the business, this role is about ensuring our customers receive all the help, support and inspiration to use our services that they need. As the first point of contact, it is your role to ensure that every customer receives outstanding customer service and that opportunities for the business to learn and improve are captured so they can be reviewed by management. The role can be pressured at times but is highly rewarding for someone who thrives on looking after customers and finding solutions for them.
Responsibilities:
- Support customer enquiries through inbound calls, emails, and social media, and on occasions covering the reception desk at the office greeting visitors
- Handling complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Building good rapport with each customer, making them feel valued and important to us
- Maintain thorough and accurate customer service records, including customer relationship files
- Keep confidential records and financial information private and secure
- Communicate with other departments to ensure successful customer resolution
- Work with multiple systems to be able to give correct and up to date information to our customers
- Working closely with other team members to ensure that customer interactions are prioritised, particularly at busier times.
- Occasional working away from the office at our retail sites or at events/roadshows may be required
Essential:
- Strong communication skills and passion to support customers, whatever their personal circumstances. Given the nature of some of the calls we receive, its important you’re authentic and empathetic A mix of flexibility and resilience to deal with a variety of enquiries
- Confidence using a PC and the ability to multitask though we have a range of support tools designed to help you on the phone with customers.
- An enthusiastic, positive attitude with a real desire to help others
- Positive and flexible approach to work
- High level of attention to detail and accuracy
- Ability to work shifts over all days of the week (including weekends and bank holidays), along with some earlier starts and later finishes
Desirable:
- Using CRM systems (eg Freshdesk)
- Handling complaints and complex enquiries
- Customer service experience in a call centre environment
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