Customer Service Representative
3 weeks ago
Customer Service Representative
About the RoleWe are seeking a Customer Service Representative to join our team at Focus Group. As a key member of our customer support team, you will be responsible for delivering exceptional customer service support to our clients.
Key Responsibilities- Handle Incoming Calls: Respond to customer inquiries via phone calls in a timely and professional manner.
- Diagnose and Resolve Issues: Accurately diagnose and log customer issues, escalating cases as necessary to ensure proper follow-up until resolution.
- Case Management: Maintain and update cases in line with company protocols, ensuring outstanding cases are managed according to established guidelines.
- Escalation and Communication: Ensure cases are escalated to the next support level with sufficient time remaining under the agreed Service Level Agreements (SLAs).
- Quality and Best Practices: Adhere to and contribute towards the company's quality systems and processes, ensuring they are consistently maintained.
- Team Collaboration: Actively promote best practices and continuous service improvement within the team, contributing positively to the overall success of the service operations department and the company.
- Customer Service Orientation: Strong customer service orientation with excellent telephone manner and communication skills.
- Process Adherence: Proven ability to follow processes and build trust with customers through clear and reassuring communication.
- Problem-Solving: Ability to remain calm and composed during challenging situations, instilling confidence in customers while resolving their issues.
- Goal-Oriented: Quick to gather relevant information, analyse issues, and take timely action to resolve customer queries. Goal-oriented, capable of managing multiple tasks and escalations while maintaining high standards of customer service.
- Accuracy and Attention to Detail: Accurate in numeracy, written communication, and data entry, with a detail-oriented approach to problem-solving.
- Team Player: A collaborative team player who works well with colleagues, listens actively, shares knowledge, and contributes to team success.
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