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My client is urgently look for a Customer Relations Officer to work in its central office. This role is for an immediate start and is based on a period of 12 months. It will be an office-based role, working with Monday to Friday 8.30am to 17.00pm.
If you think you can provide a first-class service, resolving all possible enquiries first time and delivering high quality performance with the highest standard of communication, then this role is for you!
Specific responsibilities will include:
- Handling customer enquiries relating to all aspects of service provided by the client.Â
- Provide advice and support to customers, helping them manage their account effortlessly.
- Provide accurate information and advice as required based upon customer’s needs at the point of contact.
- Engaging with a range of customers and scenarios on a daily basis with a key focus on customer satisfaction, and complaint prevention and resolution.
- Escalation point and liaison for other departments in order to resolve customer queries relating to billing, collection and operational issues.
- Conducting root cause analysis on all complaints and dissatisfaction trends in order to identify improvement opportunities, inclusive of; cause & effect, solution(s) and action planning.
- Actively sharing best practice with our colleagues and helping to promote an innovative and continuous improvement culture.
- Positively participating in continuous training; receiving regular call quality feedback, coaching and support.
- Advocating business change.
- Additionally, our employees are required to approach their role with a ‘can do’ attitude and strive to deliver the very best for our customers and colleagues at all times.
- Undertake such other duties as the Company may from time to time reasonably require
- Ensure all complaints are resolved as quickly as possible and all correspondence is accurately recorded.
- Send resolution letters to the customers once the complaint is resolved.
The successful candidate will possess the following attributes:
- Previous customer service experience
- Excellent listening skills, written and verbal communication skills
- Team player
- Ability to work flexibly
- Strong prioritisation skills and ability to manage own workload
- Ability to make effective decisions within established procedure
- Good organisational skills
- Capable of following procedures and systematic processes
- Self-motivated
- A confident and mature outlook, together with an awareness of the need for tact and patience
- Attention to detail and accuracy
- Ability to communicate clearly and effectively by telephone and e-mail
- Ability to remain calm and work effectively under pressure
- Prepared to learn new skills
- Tenacious and accountable
- E-literate and competent in using a PC and associated networks and systems; including Microsoft Word, Excel and Outlook
