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- Location: Bishop's Stortford
- Hours: Monday – Friday, 8:30 AM – 5:00 PM
- Type: Permanent
- Reporting to: Customer Services Manager
- Salary:£25,000 per annum rising to £26,000 after successful probation
- Excellent Benefits and working environment
- Customer First Approach: Act as the initial point of contact for all customer inquiries, both over the phone and electronically, ensuring every interaction is warm, friendly, and solution-focused.
- Timely and Professional Support: Respond to customer queries promptly and efficiently, always maintaining a courteous and helpful tone.
- Problem Solving: Log and resolve customer complaints with empathy, ensuring customers feel heard and valued while working towards swift resolutions.
- Product & Service Knowledge: Gather and assess relevant information to effectively answer questions, ensuring customers feel confident and informed.
- Service Excellence: Organise workflow to meet service level agreements and deadlines, demonstrating a proactive approach to improving customer experiences.
- Collaboration: Coordinate with internal departments to resolve issues, always keeping the customer updated and reassured.
- Account Management: Manage customer accounts, including allocation and reconciliation, ensuring all information is accurate and up to date.
- Record Keeping: Maintain detailed and precise records of customer interactions and transactions to ensure seamless service.
- Team Support: Assist with administrative tasks as required and contribute to the success of company initiatives.
- Customer Advocacy: Actively promote the company’s mission, values, and commitment to outstanding customer service.
- Continuous Improvement: Participate in marketing plans, activities, and customer service enhancements to better serve the company’s clients.
- Exceptional Communication Skills: Ability to engage with customers in a clear, professional, and friendly manner.
- Outstanding Organisational Skills: Capable of multitasking and managing time effectively to meet customer expectations.
- Strong Problem-Solving Abilities: A proactive approach to resolving customer issues with efficiency and care.
- Attention to Detail: Ability to accurately process information and maintain up-to-date customer records.
- Previous Customer Service Experience: Preferred but not essential – full training will be provided.
- Numeracy Skills: Comfortable handling billing and financial information.
