Customer Service Representative

2 months ago


Essex, United Kingdom Calor Gas Full time

Calor Gas Customer Experience Team is seeking a dedicated and proactive Contact Centre Advisor to provide exceptional customer service.

As the primary point of contact for our valued customers, you will handle inquiries via phone and written correspondence, striving to resolve matters efficiently on the first contact whenever possible.

Key Responsibilities:
  • Conduct thorough initial risk assessments and make swift decisions to effectively resolve customer calls.
  • Maintain high standards of quality, adhering to established targets and service levels.
  • Ensure accurate record-keeping by meticulously logging and tracking all interactions within our CRM system.
  • Manage customer accounts with precision, processing requirements promptly and accurately to minimize rework.
  • Approach customer complaints or issues with empathy, conducting thorough research, resolving concerns within defined parameters, and demonstrating a proactive approach to finding solutions.
  • Collaborate effectively as part of a team, supporting colleagues, Team Leaders, and other departments when needed.
  • Contribute to achieving and exceeding team performance targets.
Required Skills and Attributes:
  • Possess excellent communication and interpersonal skills, ensuring clear and concise interactions with customers.
  • Demonstrate a strong sense of ownership and accountability for resolving customer issues effectively.
  • Be highly organized and thrive in a fast-paced environment, managing multiple tasks efficiently.
  • Exhibit meticulous attention to detail, ensuring accuracy in all customer interactions and record-keeping.
  • Have proficient IT skills, demonstrating comfort with CRM systems and other relevant software.


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