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Customer Service Advisor - Ipswich


Posted on Oct 18, 2021 by CV-Library

Ipswich, Suffolk, United Kingdom
Customer Service
Immediate Start
£10 - £10 Hourly
Are you looking for a new exciting career opportunity? Do you have a passion for delivering excellent customer service? If so, this role may be the one for you!

Temp - Perm.

-Respond to incoming customer calls, retain ownership through to resolution
-Use all available systems to accurately record customer data and provide a first-call resolution service wherever possible (avoiding the need to pass enquiries and complaints out to the wider business).
-To send full and accurate details of the enquiry or complaint, to the relevant operations team, ensuring any required action is taken
-Drive the resolution of complaints, liaising with the operations team, to meet the key D+1 (48 hour) KPI
-Establish and maintain good professional working relationships within the team and operations

-Keep customers updated and informed of the progress of their enquiry/complaint
-Maintain accurate and comprehensive data records
-Follow defined work management and company processes policies at all times
-Learn, retain, extend and apply basic understanding of gas mains replacement

Skills and Qualifications:

-Confident and customer focused
-Committed to putting customers first and achieving high levels of satisfaction
-Empathic, able to see someone else's point of view, be all inclusive
-Patient and attentive, with good active listening skills
-Understands the importance of keeping customers informed and updated in line with our process
-Adopts and maintains positive language and a 'can do' approach to customer challenges
-Respect customers' busy lives and ensure promises are delivered
-Be adaptable, accommodating and flexible in responding to the needs of different situations
-Demonstrate exemplary personal behaviour towards colleagues and others
-Actively seek to build relationships at all levels; to be collaborative and sharing
-Be quietly persuasive and bring people with you
-Show emotional control when under pressure

Specific Requirements:

-Contact centre and/or customer service background - essential
-Experience of working in a fast paced environment, working with KPIs and SLAs - desirable
-Experience of dealing with enquiries and complaint handling - essential
-Attention to detail - essential
-Strong communication skills, both verbal and written - essential
-Experience of CRM systems and Microsoft packages - essential
-Knowledge and experience of using SAP - desirable but not essential
-Knowledge/experience of working in the utilities industry - desirable but not essential
-Understanding of regulatory requirements - desirable but not essential
-Gas industry experience - desirable but not essential

Please apply if you are interested and I will be more than happy to give you further information. We are an equal opportunities employer. Due to a high volume of applications we are not always able to reply to all applications. If you have not received an update from us within 2 weeks, then please accept this as an unsuccessful application.

Fusion People are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability. We operate as an employment agency and employment business.

You'll find a wide selection of vacancies on our website

Reference: 214933670

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