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Customer Service Representative
2 months ago
Job Summary:
We are seeking a highly skilled and motivated Customer Service Representative to join our team at Focus Resourcing. As a key member of our support team, you will be responsible for providing exceptional customer service and support to our clients.
Key Responsibilities:
- First Point of Contact: You will be the primary point of contact for incoming customer inquiries, providing timely and effective solutions to their needs.
- Call Insights and Case Management: You will capture and document call insights, raising cases in our CRM system as necessary.
- Triage and Escalation: You will triage customer calls, escalating complex issues to senior team members as required.
- SLA Management: You will ensure that customer calls are resolved within agreed service level agreements.
- Customer Record Management: You will develop and maintain accurate and up-to-date customer records in our CRM system.
- Customer Success Metrics: You will contribute to the development and maintenance of customer success metrics.
- Technical Support: You will provide technical support to customers, including answering queries related to software system use and policy updates.
- Customer Engagement: You will ensure that customers are aware of and utilize the benefits of our software and policy documents.
- Team Collaboration: You will work collaboratively with colleagues to resolve customer issues and improve overall customer satisfaction.
Benefits:
- Perk Box: Enjoy access to a range of employee benefits and perks.
- Generous Holiday Allowance: Receive a competitive holiday allowance, with additional days off for winter shutdown.
- Professional Development: Take advantage of opportunities for upskilling and career development.
- Charity Work: Participate in our charity work program, giving back to the community.
- Pension Scheme: Join our pension scheme, providing a secure financial future.
- Career Opportunities: Enjoy opportunities for career growth and advancement within our organization.
Requirements:
- Customer Service Experience: Previous experience in customer-facing roles, either in an office setting or in person.
- Excellent Communication Skills: Possess excellent verbal and written communication skills, with the ability to positively convert difficult conversations.
- Continuous Improvement: Demonstrate a commitment to continuous improvement, with a focus on delivering exceptional customer experiences.
