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Customer Service Advisor - Ipswich

CV-Library

Posted on Oct 18, 2021 by CV-Library

Ipswich, Suffolk, United Kingdom
Customer Service
Immediate Start
£10 - £10 Hourly
Contract/Project
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.

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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.

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Reference: 214933670

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