Customer Service Experience Specialist
6 hours ago
We are seeking an experienced customer service professional to join our team at Zenith.
About Zenith:
- Zenith is a customer-focused organization, committed to delivering excellent service to our customers.
Role Overview:
- This high-volume customer support role involves handling up to 50 calls per day and completing over 100 activities while maintaining high-quality communication standards.
Key Responsibilities:
- Respond to customer queries about their lease agreements, ensuring clear and accurate communication.
- Provide timely and precise information to customers using a 'right first-time' approach.
- Manage a high volume of calls while consistently meeting service standards and KPIs.
- Prioritize tasks effectively through CRM systems, handling follow-up actions and activities efficiently.
- BUILD STRONG RELATIONSHIPS WITH INTERNAL TEAMS AND STAKEHOLDERS, ENSURING SMOOTH WORKFLOW AND COLLABORATION.
Key Measures of Success:
- Call handling times and speed of response.
- Quality & assurance checks.
- Volume of calls and activities handled per day.
- Positive customer and internal colleague feedback.
Essential Skills & Experience:
- Strong communication skills with the ability to engage effectively over the phone.
- Comfortable using multiple systems, including CRM, and confident navigating bespoke software.
- Excellent multi-tasking abilities, able to manage conversations while updating systems and records.
- Attention to detail in written and verbal communication, ensuring accuracy in customer and internal updates.
- Calm, resilient, and self-motivated, thriving in a high-pressure, fast-paced environment.
We offer a competitive salary of up to £24,341, company bonus on top of salary, agile working / Hybrid working after successful probation period, 24 days holiday, which increases with length of employment, your birthday off, A great pension contribution by Zenith (6.25%), Private Medical Insurance as standard, Life Cover, Access to our own Zenith GP – on site and virtual for self and immediate family, Massages on site, Zenith AA breakdown cover, Excellent referral scheme if you recommend a friend to us, Sports and Social club - Company/Team activities, Casual dress in the office, Equality, Diversity & Inclusion networks, Perks at Work – save money on everyday essentials with access to shopping discounts.
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