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Customer Service Representative

2 months ago

Sheffield, Sheffield, United Kingdom FirstGroup Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Advisor. As a key member of our Customer Voice Team, you will play a vital role in delivering exceptional customer service and ensuring that our customers receive a high level of support.

Key Responsibilities
  • Customer Service Delivery: Provide verbal and written support to customers via multiple channels, ensuring that their queries are resolved in a timely and professional manner.
  • Customer Complaint Resolution: Respond to customer complaints and concerns, using your excellent communication skills to resolve issues and provide a positive experience.
  • Performance Management: Achieve performance objectives while adhering to standards, ensuring that you meet or exceed targets and contribute to the success of the team.
  • Record Keeping: Maintain accurate records on our CRM system, ensuring that customer information is up-to-date and secure.
  • Continuous Improvement: Have an awareness of all business areas to enable you to understand the root cause of customer contact and assist with continuous improvement initiatives.
  • System Maintenance: Maintain our systems and equipment by reporting any problems, ensuring that our technology is always up-to-date and functioning correctly.
  • Training and Development: Attend training to improve personal knowledge and professional development, ensuring that you stay up-to-date with industry trends and best practices.
Requirements
  • Customer Service Skills: A passion for delivering excellent customer service, with a focus on empathy, patience, and effective communication.
  • Teamwork: Ability to work well with others, including colleagues and customers, to achieve common goals.
  • Adaptability: Flexible in your approach to work, with the ability to adapt to an ever-changing customer services environment.
  • Communication: Excellent verbal and written communication skills, with the ability to write English quickly, concisely, and effectively.
  • Technical Skills: Proficient in Microsoft Office 365, with the ability to learn and apply new systems and technology.
About Us

FirstGroup is a leading transportation company that values diversity and inclusion. We strive to create an inclusive environment for all colleagues, ensuring that all candidates have an equal opportunity to access meaningful employment. We celebrate and encourage diversity of thought, progressive ways of working, and seeing all our colleagues grow and thrive.