Customer Service Representative

3 weeks 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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