This job has ended. Find similar jobs.

Customer Service Advisor

Posted 12 February by Delaney Browne Appointments Ended

Position: Customer Service Representative

Reporting To: Customer Service Team Leader

Position Scope:

The purpose of this role is to provide first class customer service to our customers, after care support to our sales department and additional administrative support to other relevant areas of the business. This role is within a contact centre environment, taking high volumes of calls and data inputting daily.

Key Responsibilities:

  • Provide a warm, friendly and professional inbound and outbound customer service to prospective and existing customers via telephone, email, web and mail, ensuring efficient and timely resolution with each customer interaction fully documented within the CRM system
  • Administer notification of first loss claims, providing best advice to customers
  • Manage and maintain network repair book ins for vehicle warranty
  • Maintain a good working relationship with network repairers
  • Ensure exception management of any network repair issues, alongside the Network Liaison member
  • Input data and amend policies accurately and efficiently
  • Process customer payments and contact customers regarding declined payments
  • Process policy renewals, MAP policies and customer cancellation requests in line with company policy
  • Provide Sales overflow and hot transfers as required and carry out any other relevant tasks to assist and support sales
  • Ensure adherence to agreed processes, service level agreements and exceed individual and team targets
  • Adhere to business’s complaints procedure i.e identifying and forwarding complaints
  • Multitask and adapt to a fast paced environment
  • Proactively seek ways to improve the customer experience through each interaction
  • Display passion about customer care and efficiency, adapting quickly to the business and customer needs
  • Become an advocate for our Brand and the way we do business
  • Seek to achieve and exceed individual, team and departmental targets
  • Ensuring any regulatory obligations applicable to the role are met. Adherence to the following conduct standards -
  1. Act with integrity
  2. Act with due skill, care and diligence
  3. Pay due regard to the interests of customers and treat them fairly
  • Maintaining an acceptable level of professionalism, attendance and punctuality.
  • Following company regulations on Health and Safety and maintain a safe and tidy working environment.
  • Promote a positive image of Warranty Direct and group Companies.

PERSON SPECIFICATION

With customer care experience gained in a contact centre/customer service environment, you will be familiar with achieving and exceeding targets. An excellent communicator, you will be a real people person able to build a rapport at all levels and possess the confidence to negotiate and influence situations.

Essential

  • Experience of working in a similar Customer Service/contact centre environment
  • Experience in dealing with 50+ inbound calls a day
  • Excellent telephone manner
  • Excellent written and numerical skills
  • Ability to work under pressure to strict deadlines in a fast paced environment
  • Excellent communication, negotiation and reasoning skills
  • Genuinely committed to customer service excellence
  • Strong rapport building skills
  • Ability to manage multiple tasks
  • Work well and part of a team as well as on own initiative
  • Accurate and timely data inputting/typing skills
  • Sound knowledge of Microsoft Office Packages such as Word and Excel
  • Natural communicator, enthusiastic and confident

Required Qualifications

Essential

  • 5 GCSE’s passes A-C or equivalent, including Math’s and English

Desirable

  • A Levels or equivalent
  • Customer Service Training
  • Excel and Word Training

Competencies

Communication

Team work

Customer Focus

Accuracy

Hours

.37.5 hours per week but as you know this role has the early and late shift patterns which will be done on a rota basis meaning that maybe they will not always be able to have the same day off so we need some flexibility also to cover hols and sickness: Early 830 - 1700 Late 930 - 1800

There is also 1 Saturday in 4 that needs to be worked - 9 till 1230

Required skills

  • Service Level Agreements

Reference: 34150343

Bank or payment details should not be provided when applying for a job. reed.co.uk is not responsible for any external website content. All applications should be made via the 'Apply now' button.

Report this job