Customer Service Operative

Recruiter
First Recruitment Group
Location
Worcestershire
Posted
13 Mar 2018
Closes
12 Apr 2018
Contract Type
Full Time
Customer Services Operative

Worcester

Contract

A Customer Service Operative with at a back ground in a call centre role is required to work on a staff basis in Worcester.

Responsibilities

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Call handling and resolution of all customer enquiries on a first-time basis, taking ownership for the completion of enquiries from initial contact to resolution, where appropriate.

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To provide customers with timely and comprehensive feedback to their enquiries and actively manage the expectations of the customer.

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To utilise the Company systems, including liaison with internal/external departments and with CSO's to achieve the effective resolution of all enquiries.

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Effective diagnosis of symptoms relating to gas delivery systems and the provision of technical information to the customer to aid resolution.

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To utilise knowledge and expertise to determine whether an engineer visit is required to resolve technical issues.

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To understand and utilise the escalation procedure for service and safety issues.

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To be aware of all Service Level Agreements and apply these correctly to the customer base as applicable.

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The accurate and timely entry of data onto the Company systems relating to all daily Technical Support & MGS functions.

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To undertake additional administrative duties, particularly in non-core hours, on tasks defined by the Technical Support & MGS management team.

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To help achieve departmental KPI's/Objectives through the effective and timely management of core activities and administrative duties.

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To provide flexible shift coverage for the Technical Support & MGS function, including support for holidays and absence as required.

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To ensure that your actions or omissions do not create unacceptable safety and health risks to yourself or other persons. To report any shortcomings in the company's safety control measures.

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To carry out any reasonable task as requested by the appropriate authority.

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To complete all LSO requirements on a monthly basis.

Requirements

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A good standard of education

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Empathetic nature

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Proficient knowledge of PCs and office communication packages

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Excellent listening, verbal and written communication skills.

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Ability to learn, diagnose and relay technical information to a diverse customer base

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