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As a Customer Service Representative, you'll be responsible for the behind-the-scenes processing service, looking after all web and email-based customer enquiries, such as applications, enquiries, complaints, written correspondence and other back-office activities. You will move across different processes of the scheme learning new skills and processing different types of customer correspondence. The role will involve providing specialist advice, quick thinking and cross referencing to clear set processes, guidance and systems.
Key Duties and Responsibilities:
*To provide excellent customer service in response to customer correspondence, ensuring all responses are clear and concise
*Adhere to all policies, processes and business rules ensuring work items and customer responses are accurate
*Process and provide complex advice on customer correspondence in accordance with strict set guidelines
*Liaise with 3rd party agencies where required
*Working within a target driven environment adhering to challenging quality and productivity targets
*Understand and advise on processes using appropriate communication skills relating to the precise nature of the issue
*Utilise the tools and resources available to ensure that policy guidelines are adhered to
*Make quick decisions where authorised, in a timely confident manner preventing the need for escalations
*To support/and or coach other team members when required .To contribute to overall achievements of required Service Level by maintaining agreed personal targets
The successful candidate must be able to demonstrate:
Excellent written English to enable accurate responses to customer and 3rd party enquiries
Excellent communication skills, to ensure that effective communication with management, peers and potentially difficult customers in a timely confident manner
Excellent keyboard skills including use of email, word and experience with knowledge base applications (or similar)
Ability to work under own initiative and within a team-based environment , working to tight deadlines and personal targets
The position is offered on an ongoing temporary contract for c 3 months
Guidant Global (BH4SF) is acting as an Employment Business in relation to this vacancy.
