Customer Service Representative

4 days ago

Uxbridge, United Kingdom Focus Resourcing Full time

Job Summary:

We are seeking a highly skilled and motivated Customer Service Representative to join our team at Focus Resourcing. As a key member of our support team, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities:

  • First Point of Contact: You will be the primary point of contact for incoming customer inquiries, providing timely and effective solutions to their needs.
  • Call Insights and Case Management: You will capture and document call insights, raising cases in our CRM system as necessary.
  • Triage and Escalation: You will triage customer calls, escalating complex issues to senior team members as required.
  • SLA Management: You will ensure that customer calls are resolved within agreed service level agreements.
  • Customer Record Management: You will develop and maintain accurate and up-to-date customer records in our CRM system.
  • Customer Success Metrics: You will contribute to the development and maintenance of customer success metrics.
  • Technical Support: You will provide technical support to customers, including answering queries related to software system use and policy updates.
  • Customer Engagement: You will ensure that customers are aware of and utilize the benefits of our software and policy documents.
  • Team Collaboration: You will work collaboratively with colleagues to resolve customer issues and improve overall customer satisfaction.

Benefits:

  • Perk Box: Enjoy access to a range of employee benefits and perks.
  • Generous Holiday Allowance: Receive a competitive holiday allowance, with additional days off for winter shutdown.
  • Professional Development: Take advantage of opportunities for upskilling and career development.
  • Charity Work: Participate in our charity work program, giving back to the community.
  • Pension Scheme: Join our pension scheme, providing a secure financial future.
  • Career Opportunities: Enjoy opportunities for career growth and advancement within our organization.

Requirements:

  • Customer Service Experience: Previous experience in customer-facing roles, either in an office setting or in person.
  • Excellent Communication Skills: Possess excellent verbal and written communication skills, with the ability to positively convert difficult conversations.
  • Continuous Improvement: Demonstrate a commitment to continuous improvement, with a focus on delivering exceptional customer experiences.

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