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Customer Service Representative
2 months ago
About the Role
Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. We are seeking a highly skilled and dedicated individual to join our team as a Customer Service Advisor.
Key Responsibilities
- Provide exceptional customer service to our service users, working with a variety of well-known and smaller organisations from the charity, third sector, and government sectors.
- Understand, support, and advise customers requiring a wide range of information, advice, and guidance.
- Provide a telephone and multi-channel support service with integrity, professionalism, and adherence to all relevant processes, procedures, and legislation.
- Comply with customer expectations and ensure consistent achievement or exceeding of Service Level Agreements (SLAs).
- Provide multi-channel information services and accurate, meaningful, and consistent information to support our customers.
- Listen patiently, empathise with the caller's situation, and convey a genuine desire to help and support.
- Maintain the Customer Records Management (CRM) system through accurate data input and record keeping, prioritising data integrity.
- Work with colleagues to ensure the highest level of customer satisfaction.
- Ensure continuous service improvement, initiating and responding to change in a positive manner.
- Undertake effective research on a range of topics to meet deadlines.
- Operate in compliance with all company policies, procedures, HR best practice, and relevant regulations, including PCI, GDPR, ISO 27001, 9001, and 14001.
Requirements
- Proven experience of delivering a service that provided a supporting role.
- Working as part of a team.
- Researching, collecting, and recording data evidence.
- IT literacy with full working knowledge of MS Office Suite and use of windows-based databases.
- Planning and co-ordinating own workload.
- Excellent communication and interpersonal skills.
- Strong decision-making abilities.
- Ability to empathise with people at all levels.
- Ability to manage and resolve complaints.
- Emotional resilience.
