Customer Service Representative

2 days ago

Alton, Hampshire, United Kingdom Biffa Full time
{"title": "Customer Account Coordinator", "description": "

Unlock Your Potential as a Customer Account Coordinator

Join Biffa, a leading waste management company, in this exciting opportunity to develop your career as a Customer Account Coordinator. As a key member of our team, you will be responsible for delivering exceptional customer service and query resolution for our customers.

About the Role

The Customer Account Coordinator role is a great opportunity for someone who wants to kick start their career and focus on delivering exceptional customer service and query resolution for the customers of Biffa. You will be responsible for answering incoming calls and responding to emails from our customers within the required SLAs/KPIs.

Key Responsibilities

  • Listen to and understand the needs of the customer.
  • Take ownership of customer enquiries and respond to escalated customer issues or complaints in accordance with agreed procedures.
  • Engage with vendors on a day-to-day basis in respect of queries or complaints from the customers relating to vendor services.
  • Administration of customer accounts, including data cleansing, setting up temporary accounts, collating reports, making bookings for additional services and dealing with invoice queries.
  • Communicate across our depot network to resolve customer queries.
  • Meet established goals for all metrics, including call and case quality, productivity and call handling KPIs, to enable us to provide the best customer experience.
  • Complete proactive outbound calls to advise customers on changes to services or relay other key information.

Requirements

Here's what we require:

  • Excellent communication skills
  • Be able to work well alone and as part of a team.
  • Be motivated and willing to take initiative.
  • Calm under pressure and be able to multitask.
  • Excellent attention to detail
  • Aptitude to work without supervision.

Benefits

And here's why you'll love it at Biffa:

  • 24 days holiday a year plus Bank Holiday days and the opportunity to buy and sell holiday.
  • Generous pension.
  • Medical and dental scheme.
  • Cycle to work scheme.
  • Retail, leisure and travel discounts.
  • Free parking on site.
  • A robust training and development programme which opens the door to several great internal progression opportunities.

Join Our Mission

At Biffa, we believe every day is an opportunity to improve the lives of millions. We're committed to turning waste into sustainable power, finding new ways to recycle it, and keeping it off the streets. Join us in our mission to make a difference.

Our Culture

We're a company that values diversity, equity, and inclusion. We believe different ideas, perspectives, and backgrounds are key to developing a creative and effective working environment that represents our communities and generates the best outcomes for colleagues, customers, and stakeholders.

"}

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