Customer Service Agent
3 days ago
**Benefits**
- Real Living Wage £9.90 per hour depending on experience, based on 40 hours per week.
- No weekends, Monday - Friday 8:30AM - 17:00PM
- 23 days’ holiday (with the ability to increase to 25)
- 8 Statutory Bank Holidays
- Employee assistance programme/confidential support
- Mindfulness and/or meditation apps
- Employee discounts (supermarkets, eating out, clothes, gyms etc.)
- Doctor Care Anywhere (24/7 access to an online GP and prescription service)
**Duties and responsibilities**
1st line answering of telephone enquiries for new faults and overflow from other call queues.
Accurate logging of all calls;
- Understanding and interpretation of Works Orders received, with ability to identify information gaps and to resolve with the client as required.
- Checking of live calls for duplicate or contradictory information and clarifying with customer/staff member as required.
- Logging of service calls ensuring call includes required PO number, correct response times and accurate information in relation to call reason and requirements.
- Confirmation to customer’s call has been logged and passed to Service Co-ordinators.
- Assigning call to unallocated status on CASH Service Diary.
Confirmation of next day appointments with customers whether a scheme manager, tenant or a contract manager.
Responding to other customer/internal requests as required, or forwarding the information to the correct department, confirming actions taken with the person enquiring.
**Qualifications and Experience**
- Previous experience in a Customer Service role, or a similar role within Service & Maintenance industry
- The role will require the employee to have a passion for customer service, an excellent telephone manner and the ability to form positive relationships with customers and ABCA staff.
**Personal Attributes**
- Enthusiasm
- Communication skills
- Customer Empathy / Compassion
- Company knowledge
**Job Types**: Full-time, Permanent
**Salary**: £9.90 per hour
**Benefits**:
- Employee discount
- On-site parking
- Referral programme
- Wellness programme
Schedule:
- 8 hour shift
- Monday to Friday
- No weekends
Work Location: One location
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