Planning Ahead Customer Service Agent

3 days ago

Andover, United Kingdom Pure Cremation Full time

**Summary Duties and Responsibilities of Role**:

- Taking inbound calls from customers who have recently enquired through various marketing channels about our direct cremation funeral plans or are an existing plan holder
- Achieve set Quality and Performance targets
- Sale calls to be made in line with the Company’s process and FCA regulations.

**Key Skills Required**:

- Communication - Professional and polite telephone manner with proven Customer Service experience.
- Excellent empathetic listening and communication skills to be able to answer customer questions, and recognising vulnerabilities.
- Able to recognise what outstanding customer care looks like, and deliver it at all times to a high standard, being especially aware that some customers may be vulnerable.
- Productivity - be results driven with ability to achieve work towards KPI’s set on production, quality and customer service skills.
- Accuracy - Must have the ability to record information in an accurate way and ensure that all process and procedures are adhered with in a methodical and compliant way.
- IT Skills - computer literacy and knowledge of MS Office.
- Customer Champion - Act in a manner that ensures the Customer receives a positive experience of the Company.

**Personal Capabilities**:

- Proven track record in delivering excellent Customer Service
- Working with accuracy in accordance with detailed procedures
- Flexible positive approach with ability to adapt quickly to meet business needs

**Personal Attributes**:

- Fabulous friendly personality, with a positive attitude, and strong communication and listening stills at all levels.
- You will empathetic towards others, sensitive to their need, and both kind and patient.
- You will be resilient, welcome change, and have a real desire for success and helping others
- You will have a positive Can-do attitude, and be a real self-motivator with a drive to succeed
- You will have a critical eye and attention to detail and accuracy.

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