Customer Service Agent
3 weeks ago
**Customer Service Agent**
**£15 per hour**
**Location: Hackney**
**Main Responsibilities**:
- Answer telephone enquiries from customers in a professional manner that effectively addresses the concern raised.
- Research required information using accessible resource.
- Meet with corporate targets for first call resolution and other key metrics.
- To provide a high-quality response to enquiries in accordance with internal quality thresholds as laid out in the balanced scorecard.
- Provide customers with relevant information to resolve their enquiry.
- Taking credit/debit payments from customers.
- Route inbound calls to appropriate sections.
- Complete call logs and other ICT systems as directed.
- Make recommendations in relation to appropriate courses of action to prevent a repeat occurrence of particular types of enquiries.
- Utilise relevant persuasive and reflective listening techniques to guide the customer to an appropriate outcome.
- Educate and signpost customers about other services and initiatives that might be available.
- Utilise multiple customer service systems and databases to interrogate information.
- Negotiate financial agreements with customers in order to meet organisational objectives e.g., repayment arrangement for rechargeable repairs or rent arrears.
- Promote and market organisational campaigns e.g., channel shift to alternative channels such as online.
- Provide effective customer service troubleshooting.
- Undertake customer verifications.
- Make recommendations and suggestions to management of service improvements that could be undertaken.
**Qualifications and Knowledge**:
- Experience of dealing with customer enquiries.
- Experience of working in a customer service environment.
- Experience of teamwork within a busy office environment.
- Knowledge of principles behind delivering an excellent customer service.
**Skills and Abilities**:
- Strong customer service skills.
- Excellent interpersonal skills.
- Strong verbal and written communication skills.
- IT skills (word and excel).
- Ability to plan and organise own workload.
- Ability to work flexibly and under pressure when dealing with difficult customers.
**Start Date: ASAP.
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