Customer Services Officer

Posted 7 March by Easypay Services Ltd

To create an image on the Customer that leaves a lasting impression . Going above and beyond and resolving issues and understanding in a caring and considerate nature.

Easypay prides itself on Customer Service and much of our business is won on this level of service and on-going service. Customers stay with us because we go above and beyond and really care.

  • To effectively and efficiently handle issues/disputes and formal complaints to resolution and Customer’s satisfaction
  • To be proactive and prevent issues and misunderstanding from occurring and re-occurring
  • To proactively educate the Customer’s so expectations can be met ensuring a good working relationship
  • To proactively keep in touch with Customers, building positive, friendly relationships. Customer retention is key.
  • To manage Customer complaints formally
  • To ensure Customer terminations are managed consistently
  • To measure and monitor KPI's
  • To be meticulous
  • Have experience/knowledge of setting up structure in a new department
  • Have experience/knowledge of setting up systems and procedures
  • Have experience of managing Customer Retention
  • Have experience of working within a fast paced commercial office environment
  • Have experience of understanding complex financial reports

1. Proactively account manage

2. Handling of Customer complaints /issues/email within response times

3. Escalating complaints and issues in line with complaints and escalation procedure

4. Review of weekly operational problems

5. Handling Termination

6. Reporting

- Weekly reporting of key KPI’s

- Weekly reporting of outstanding action

- Key Achievements/Improvements weekly

- Key monthly analysis summary

7. Margin Invoice Queries

8. Agency Communications

9. Advice

- Auto enrolment advice

- Recruitment advice when appropriate

- Operational advice for improvements

8:30am - 5pm with 1/2 hour for lunch

Salary dependent on experience

Full training will be given, recruitment experience would be an advantage

Reference: 34628729

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