Customer Service Representative

5 days ago

Cardiff, Cardiff, United Kingdom Maximus Full time

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 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 adhering to all relevant process, procedures, and legislation.
  • Comply with the expectations of customers and ensure consistent achievement of Service Level Agreements (SLA's).
  • Provision of 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, constantly keeping data integrity as a core priority.
  • 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 fit with deadlines.
  • Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required to include but not limited to PCI, GDPR, ISO 27001, 9001 and 14001.

Requirements

  • Proven experience of delivering a service which provided a supporting role.
  • Working as part of a team.
  • Researching, collecting and recording data evidence.
  • IT literate 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.

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