Job detail

Job description

Our client, support services company is looking forward to recruit Customer Service Representative

Job Purpose
To work as part of a team delivering a first class, professional customer service, using a range of communication methods, to ensure that where possible customer enquiries, service requests and complaints are resolved at the first point of contact.

Main Accountabilities
¿ To assess and resolve enquiries, requests and complaints, primarily on the telephone, but also by other electronic access channels, to ensure that customer enquiries are resolved at first point of contact, unless specialist knowledge or further investigation is required.
¿ To use sound judgment and take decisions within established procedures for each service request including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.
¿ Provide a comprehensive information service, advising on services available from, and the policies and procedures that will resolve or inform the needs of the customer.
¿ Maintain electronic and written databases of letters and forms received, information given, services requested and complaints made, to ensure accuracy of information and efficiency when dealing with customers.
¿ To encourage feedback on services provided and recognize the changing needs of the service, and make recommendations to the Supervisor for service improvements.
¿ To participate in the induction and training of new customer services advisors to ensure a high level of up to date knowledge is maintained.
¿ To undertake general administrative duties in the Customer Information and Advice Service, including opening and sending mail, leaflets, faxes etc using the photocopier and enveloping machine, taking electronic copies as necessary, to ensure the smooth flow of work within the Helpdesk.
¿ To undertake any other duties as required commensurate with the post.

Minimum Requirements
¿ A BSc or BA degree in a relevant discipline (preferably Engineering, Electronics, Computer Sciences) with at least 2 years experience
¿ Experience of working in a contact centre environment a distinct advantage

Other Details
Working hours will be from 12 midnight to 7 am, all nights and weekends