Customer Service Officer

£9.00 per hour
03 Aug 2017
18 Aug 2017
Contract Type
Full Time
Our client within the public transport industry is looking to a recruit a Customer Service Officer on a long term temporary basis.

The main purpose of the role is to provide an excellent, high quality service for customers contacting the Customer Service Centre ensuring responses across a range of contact channels meet all agreed quality standards and targets.

As a Customer Service Officer, your main responsibilities will be to:
*Deliver an excellent customer experience, taking ownership and accountability for resolving first line customer enquiries received via range of contact channels
*Investigate detailed and complex customer enquiries
*Taking accountability for managing a personal caseload enquiries
*Develop working relationships with wider colleagues and stakeholders in order to resolve customer enquiries
*Compliance with all legal, financial and regulatory standards including acceptance of financial payments, accounting for monies and data protection requirements at all times
*Promote positive public image of the client
*Provide guidance and advice in response to wider range of customer enquiries relating to public transport services
*Demonstrate a high level of expertise in the use of customer portals, online applications and smart phone apps in order to provide digital support and guidance to customers
*Analyse and investigate customer dissatisfaction and complaints, acting in a diplomacy and professional way to resolve
*Issue forms and other products to customers as required including replacement of lost and stolen ticket products ensuring qualifying conditions are met and managing any associated actions including balance transfers and proceeding of replacement fees
*Responsible for processing payments from customers and accurately recording all financial transactions on the relevant databases, ensuring compliance with agreed audit and financial procedures, processes and legislation

The ideal candidate will have the following skills and experience:
*Experience of working in a customer interface environment ideally handling high volumes of interactions across a range of contact channels
*Able to manage and prioritise workload
*Experience in resolving complaints and respond in a positive manner
*Excellent administrative skills
*IT literate (able to use Microsoft Packages)
*Excellent communication and interpersonal skills
*Ability to work under pressure
*Good working knowledge of the public transport within the West Midlands is desirable

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