Customer Service Representative
2 weeks ago
Job Title: Out of Hours Customer Service Advisor
Job Type: Part-time, Temporary
Hours: 25 hours per week
Shifts: Monday – Friday 5:30pm – 11:30pm and Sat/Sun 8am – 11:30pm
Key Responsibilities- Provide exceptional customer service experience to all customers contacting the Customer Service Centre, across all available contact channels, ensuring they are at the centre of your decision making.
- Achieve individual and team objectives and KPI targets.
- Through effective call control, questioning and fact finding, correctly gather the required information showing empathy and understanding to the customers concerns, whilst recording accurately on the appropriate IT systems.
- Utilize social care knowledge and judgement to ensure all contacts are dealt with in accordance to relevant legislation, policies and procedures.
- Process contact enquiries and/or signpost customers; utilising all available knowledge via service specific IT systems and service scripting as detailed on the CRM system.
- Ensure all customers are dealt with courteously, fairly and without prejudice, including where necessary, networking with 3rd party organisations to support non-English speaking customers.
- Liaise with other professionals to identify the most appropriate next steps for the customer.
- Identify and prioritise urgent contacts and respond appropriately without delay.
- Ensure knowledge is kept up to date by utilising the knowledge base provided and timely completion of training including Mandatory and Service Area courses.
- Build relationships with colleagues, clients, professionals and 3rd party organisations as appropriate; demonstrating a willingness to readily share knowledge, offer support and promote a culture of continuous improvement.
- Respond positively to change and take a flexible approach to all aspects of work.
- Comply to the Customer Service Centre's PCI data security standards and protocols.
- Excellent customer service skills.
- Ability to work in a fast-paced environment.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Basic computer skills and knowledge of IT systems.
- Knowledge of social care legislation and policies.
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