Customer Service Agent

3 weeks ago


Oldham, United Kingdom ABCA Systems Ltd Full time

Here at ABCA Systems Ltd, we strive to be the very best at what we do, both in the eyes of our customers and our colleagues. We believe close working relationships are the key to success and satisfaction. We are a team, we believe in one another and support one another as we work together towards a common goal. We believe investing in our employees is fundamental to success and growth. You will discover new opportunities, take ownership of important initiatives, learn at a fast pace and become part of the ABCA family.

**Job purpose**

If ABCA sounds like the right place for you, we would love you to join our team within the Service Department. You will provide our customers with a great customer experience by dealing with enquiries in a timely and professional manner.

**Duties and responsibilities**

A summary of the tasks to complete are:

- 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**

**Essentia**
- Previous experience in a Customer Service role, or a similar role within Service & Maintenance industry

**Desirable**
- 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

**Company Benefits**
- Employee Assistance Programme
- 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)
- 23 day’s holiday excluding bank holidays, increasing up to 25 days

**Other Information**

We are offering this permanent role, based in our Oldham, Manchester office.

The rate of pay we are offering is NMW up to £25,000 per hour, depending upon skills and experience, based on a 40-hour working week.

**Application information**

If you would like to apply, external applicants should submit their CV’s via indeed.

If you are a current employee of ABCA Systems, you should complete ASLGN157 Internal Application Form via the staff intranet.

**Job Types**: Full-time, Permanent

**Salary**: £21,637.60-£25,000.00 per year

**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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