Customer Service Representative
2 weeks ago
Job Description:
Title: Customer Service RepresentativeLocation: Coventry (CV6 5NX)
Rate: £11.56 per hour PAYE Hours: 37.5 hours per week - 8 - 4 Monday - Friday
Contract: 3 months
Key Objectives and Responsibilities:
- To monitor a set number of work items per day according to pre-set targets, using the agreed process and scoring criteria
- To make recommendations to the QCTL on possible improvements to quality processes
- To identify themes and trends and make recommendations/escalates to the QCTL and operational management team
- To have a fair, unbiased and consistent approach to quality monitoring, To raise priority feedbacks and alert the QCTL of any items that are of very poor quality or are of a nature that requires immediate action.
- To maintain professionalism and confidentiality with regards to quality performance of operational CSRs
- To be visible to the operation, proactively addressing quality issues that are affecting grade of service.
- To contribute to coaching and feedback in the appropriate operational areas where required.
- To actively promote the importance of quality and customer service within the contact centre.
- Understand client and customer needs and expectations and apply this understanding when carrying out your role.
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