Customer Service Representative
3 weeks ago
Stanmore Quality Surfacing Ltd (SQS Ltd) is a family-owned business that has grown into a leading provider of reinstatement, surfacing, and engineering solutions in London and the surrounding areas.
We are seeking a Customer Care Advisor to join our Customer Care Team to support our Gas Contract.
Job SummaryThe Customer Care Advisor will be the first point of contact for customer queries, issues, and commendations. The successful candidate will provide efficient and effective support to the Customer Care Team, manage relationships with new and existing customers, and ensure that any concerns and/or enquiries are dealt with in a professional and timely manner.
Key Responsibilities- Respond to and resolve customer issues as quickly and efficiently as possible, in line with SQS's 2h/24h response solution policy.
- Maintain relationships with clients via telephone, email, systems, and meetings.
- Send daily and monthly customer performance reports to clients, inclusive of customer appointments.
- Measure and manage calling card delivery compliance as and when required.
- Create, review, and share contract-specific customer contact analysis and lessons learnt reports on a weekly basis.
- Attend or call in to internal meetings to share lessons learnt reports and drive customer performance on a weekly basis.
- Initiate and carry out own goals as and when required, ensuring the own goal database is updated.
- Review and edit customer service training and presentations as necessary.
- Attend client customer service training to align with our own training and share across the company, if required.
The ideal candidate will have excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues. They will be proactive, organized, and able to work effectively in a fast-paced environment.
We offer a competitive salary and benefits package, as well as opportunities for professional development and growth.
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