Back Office Agent

Posted 20 January by Powershop UK

Overview

You’ll be liaising with customers, network companies and external field service agents regarding all customer activity. As an Operations Agent, you will ensure the smooth and timely operation of all Powershop processes. This role has a requirement for both analytical and problem-solving abilities as well as the need for excellent verbal and written communication skills.

What you'll be doing:

  • Assist the Operations team with critical field service and billing processes

  • Proactively speaking with customers to give updates on how billing and field service activity affects their account

  • Liaising with network companies regarding unplanned and planned outages

  • Liaising with external field service agents to commission field service work

  • Process operational exceptions within appropriate industry/operational timeframes

  • Ensure all communication either external or internal is managed inside Service Level Agreement Timeframes

  • Assist call centre in taking inbound calls where required

  • Monitor and process meter read exceptions in a timely and efficient manner

You'll be able to demonstrate:

  • Motivation to expand and use technical knowledge or to distribute work-related knowledge to others.

  • Some experience in the customer service business

  • Strong phone contact handling and active listening skills

  • Great communication skills, both verbal and written
  • Ability to adapt/respond to different types of customers

  • Reasonable level of computer literacy

Required skills

  • Communication Skills
  • Customer Service
  • Written Communication

Application questions

Are you an excellent communicator (verbal and written)?
Do you have any unspent convictions?

Reference: 39744581

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