Call Center Customer Service Representative - Newcastle upon Tyne, United Kingdom - Innova Solutions

Description

Job Description

Call Center Customer Service Representative

12 Months Contract through PAYE

Newcastle

Role Description:

Reporting to the Customer Services Manager, this position is the first point of contact for our customers when contacting Gas Direct by phone or e-mail. The role will be responsible for providing an excellent service to our customers, taking ownership of issues and seeing them through to resolution.

This role will be required to interact with agents and customers, by phone and e-mail, and to liaise with numerous other departments such as Operations, Scheduling and Credit Control therefore effective communication skills are essential. A high-level of organization, accuracy and attention to detail are also critical.

Role Responsibilities:

• Responding to customer orders by phone or e-mail, ensuring the order is placed in SAP and the customer is given accurate information about when to expect their delivery.
• Responding to customer enquiries by phone or e-mail, ensuring the customer is provided with a satisfactory response in a timely manner.
• To ensure all measurable KPIs are adhered to for example lost calls and email response times.
• Maintaining and updating customer account master data, or engaging the Customer Master Data team when changes cannot be made locally.
• Taking card payments via telephone.
• Logging customer disputes and resolving them where possible or engaging with other teams as required to ensure resolution.

· Providing other support within the Sales Administration team as required to ensure customer expectations are met.

· To operate safely within the work environment using BSP to maintain safety standards and look for improvements.

Ideal Candidate:

· A strong telephone manner, from a call centre environment

· Good communication skills

· Attention to detail

· Calm, respectful and professional in sometimes challenging situations

· Brings a positive and can-do attitude to the team.

Essential Experience / Skills:

• Computer literate
• Recent call centre experience
• Ability to complete set admin tasks
• Reliable / Flexible to change
• Able to organize and prioritize workload in a busy office
• Provide full admin support to your team members

Preferred Experience / Skills:

• Excellent communication skills
• Previous SAP experience
• Good knowledge of general administration work
• Ideally 1 year + experience in a similar role but flexibility exists for enthusiastic intelligent candidates who can demonstrate an ability to learn quickly and adapt.