Customer Service Representative

13 hours ago


Alton, Hampshire, United Kingdom Biffa Full time

Customer Account Coordinator Job Description

About the Role

We're looking for an experienced customer service professional to join our team as a Customer Account Coordinator. As a key member of our customer service team, you will be responsible for delivering exceptional customer service and query resolution for our customers.

Key Responsibilities

  • Answer incoming calls and respond to emails from customers within required SLAs/KPIs.
  • Listen to and understand customer needs.
  • Take ownership of customer enquiries and respond to escalated customer issues or complaints.
  • Engage with vendors on a day-to-day basis to resolve customer queries.
  • Administer customer accounts, including data cleansing, setting up temporary accounts and collating reports.
  • 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.
  • Complete proactive outbound calls to advise customers on changes to services or relay other key information.

Requirements

To be successful in this role, you will need:

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

What We Offer

We offer a range of benefits, including:

  • 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.
  • Robust training and development programme.


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