Customer Service Agent

2 weeks ago

Reigate, United Kingdom neoci Full time

**1stLine Customer Service Agent**

**Reigate - Hybrid**

**£28k - £32k**

**Role Summary**:

- The Customer Service Agents (CSA’s) are the first point of contact for customers.
- They provide 1st line technical support as well as dealing with other enquiries such as invoice queries and contract enquiries.
- The CSA is a diverse and challenging role where attention to detail, coupled with an overriding passion for providing customers with an exceptional service experience is key.
- Excellent communications skills are a must, along with the skills to adapt and

negotiate are required.

**Purpose**:
To triage and support all customers reporting issues, to assist in ensuring the efficient

working of Customer Service team while delivering exceptional service to our

customers.

**Job Objective**:

- To ensure we are regularly communicating with clients while
- exceeding their expectations.
- Maintaining a process driven work environment.
- Collating and communicating fault information to ensure quick resolution.
- Understanding and resolving faults within SLA.
- Manage a variety of queries from start to completion including Billing and service-related matters.
- Accurately triaging all tickets and passing to relevant support team for those not resolved by Customer Services & Support.
- Co-ordination of internal and external resource.
- Liaising with other surrounding support teams on faults/assurance

**Skills and competencies required**
- Passionate about the Customer Experience and delivering excellent service.
- Positive can-do, solution focused attitude.
- Strong attention to detail.
- Daily demand to be able to multi-task with the ability to stay calm under pressure and think outside of the box
- Strong customer service skills
- Strong communication skills
- Tenacious attitude - The end result for your customer is at the heart of your actions
- IT Literate
- Decision making skills
- Proven problem-solving attitude
- Ability to Adapt and Negotiate and Mediate
- Experience working in a problem-solving environment
- Interest in Technology and Innovation

**List of Key Tasks**
- Ensure all faults are dealt with efficiently and that the fault is triaged, reported and resolved within SLA
- Maximise efficiency
- Monitor issues to define patterns and work to lessen these recurring issues
- Ensure constant improvement of customer experience and Service Assurance knowledge
- Manage process for communicating service affecting issues to the organisation and our clients

**Duties shall include but not be limited to the following**:

- Maintain relationships with key partners, ensuring we provide a unified service from supplier to client
- Develop, implement and maintain procedures of best practices and standards
- Identify own training requirements
- Ensure all MI is updated

**Key Performance Indicators**

To ensure Service Level Agreements (SLA’s) are adhered to and that are customers are consistently satisfied with the service we provide.

**Job Types**: Full-time, Permanent

**Salary**: £28,000.00-£32,000.00 per hour

Schedule:

- Day shift
- Monday to Friday

Application question(s):

- Have you previously worked in a customer focused environment within the telecoms/IT sector?

**Experience**:

- customer service: 1 year (required)

Work Location: Hybrid remote in Reigate

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