Customer Service Representative

3 weeks ago


Cardiff, Cardiff, United Kingdom Calor Gas Full time

Contact Centre Advisor

£23,400 to £23,500 plus £1,800 London Weighting per annum

The Customer Experience team at Calor Gas are seeking a skilled and proactive Contact Centre Advisor to provide a primary point of contact for external customers via the phone and in written correspondence, directly resolving matters on first contact where appropriate.

Key responsibilities will include:

  • Undertake an initial on the spot risk assessment and make quick decisions to resolve calls
  • Work to set quality standards, targets and service levels
  • Maintain accurate records by logging and tracking all calls in the 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
  • Be able to work and co-operate as part of a team, assisting and supporting colleagues, TL's and other departments, when necessary
  • Delivering and maintaining team performance targets

Requirements:

  • Have excellent communication and interpersonal skills
  • Have a strong sense of ownership
  • Be well organized and able to work in a busy fast paced environment
  • Have excellent attention to detail
  • Good IT skills

In return, we can offer:

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

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



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