About the Role
If you love customer service and are motivated by making life easier for others, you'll enjoy working at our client's professional contact centre based in Coventry
,
where helping people is always the number one priority. Perfect Monday - Friday working days with 37.5 hours between 8:30am - 5pm!
You will be required to use your initiative, problem solving and analytical skills to resolve Customer Resolutions as quickly and efficiently as possible.
Role Responsibilities:
- Coordinate internal stakeholders to ensure a swift and complete resolution to issues and where necessary escalate where needed
- Prepare clear, comprehensive and informed response emails
- Handle customer escalations; assuring call-backs are completed on day or by the end of the next business day
- Take inbound calls to handhold customers to their case handler
- Ensure calls are dealt with in a professional, compliant and efficient manner
- Identify any areas of improvement to continue to enhance the customer experience
- Participate in training as requested
- Ensure all record keeping of complaints is accurate and up to date at all times
- Speaking with B2B customers regarding their accounts and helping with general enquires.
Experience required:
- Show the ability to demonstrate complaint/resolution handling
- Strong customer service, negotiation and resolution skills
- Demonstrates good organisation and time management skills
- Self-motivated and can work unsupervised
- Desire to take ownership of issues and 'go the extra mile'