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Contact Centre Specialist

2 months ago

StocktononTees, Stockton-on-Tees, United Kingdom Calor Gas Full time

Job Summary:

We are seeking a highly skilled and motivated Contact Centre Advisor to join our team at Calor Gas. As a key member of our Customer Experience team, you will be responsible for providing exceptional customer service and support to our external customers via phone and written correspondence.

Key Responsibilities:

  • Undertake an initial on-the-spot risk assessment and make quick decisions to resolve customer calls
  • Work to set quality standards, targets, and service levels
  • Maintain accurate records by logging and tracking all calls in our CRM system
  • Undertake administration of customer accounts, ensuring requirements are processed in a timely and accurate manner to avoid re-work
  • Be receptive to complaints or problems, research, resolve customer complaints within given parameters, and be aware of possible solutions to make informed decisions and own the problem
  • Work and cooperate as part of a team, assisting and supporting colleagues, team leaders, and other departments when necessary
  • Deliver and maintain team performance targets

Requirements:

  • Excellent communication and interpersonal skills
  • A strong sense of ownership
  • Well-organized and able to work in a busy, fast-paced environment
  • Excellent attention to detail
  • Good IT skills

What We Offer:

  • 25 days annual leave
  • Holiday Purchase Scheme
  • Private medical insurance (single cover)
  • Company pension scheme (Salary sacrifice - single matched contributions for the first 2 years, up to after 2 years)
  • Discounts/Cashback/Offers from major retailers

Eligibility:

To be considered for this opportunity, you must be eligible to live and work in the UK.