Customer Service Representative
1 week ago
Customer Service Representative
ESP Utilities Group Ltd is seeking a talented individual to join their team as a Customer Service Representative. This role is based in the Leatherhead office and involves helping to maintain strong relationships with customers during the build-out of networks.
The ideal candidate will have experience working in customer service or administrator roles and be able to handle customer inquiries via phone and email. They will also be responsible for maintaining and updating customer records in the core system, proactively calling vulnerable customers to support them in the event of power loss, and accurately logging all customer interactions.
The successful candidate will have excellent communication skills, a good working knowledge of Microsoft Office, and the ability to multitask in a fast-paced environment. They will also be able to demonstrate empathy to customers in difficult situations and take ownership of service-related issues.
Benefits include 26 days of holiday, a bonus, enhanced pension, private medical insurance, life insurance, and access to exclusive discounts and flexible benefits through the Employee Rewards Portal.
This is an exciting opportunity to join a growing team and contribute to the company's continued success.
Key Responsibilities:
- Handle customer inquiries via phone and email.
- Maintain and update customer records in the core system.
- Proactively call vulnerable customers to support them in the event of power loss.
- Accurately log all customer interactions.
- Liaise with sub-contractors and customers to arrange the delivery of sub-contracted works.
- Coordinate compensation payments to customers who have experienced loss of power.
- Take ownership of service-related issues and handle them in a confident and professional manner.
- Handle situations in a way that demonstrates empathy to customers in difficult situations.
- Assist with the preparation of regularly scheduled reports.
- Handle all enquiries in accordance with legislation, regulations, and customer care standards.
- Provide administrative support to customers through the asset adoption process.
Requirements:
- A good working knowledge of Microsoft Office.
- Adaptability and multitasking capabilities in a fast-paced environment.
- Good attention to detail.
- Excellent communication skills.
- Experience in checking documents and accuracy of detail.
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