Customer Service Agent - Bath, United Kingdom - Gradwell Communications Ltd

Description

Role

The customer service agent role is a vital role within the overall support teams and wider Service Operations team, responsible for providing in-depth customer service support both to our direct customer base and our internal customers.

The post holder should have great communication skills, strong attention to detail, the ability to manage workload effectively and efficiently


Responsibilities

• Answering calls in a professional and friendly manner
• Raising and maintaining cases raised per query received
• Taking ownership of cases
• Ensuring all account and contact details are linked to the case raised
• Verbal communication skills, including active listening, for confidently and clearly resolving queries
• Written communication and typing skills for customer communications via cases raised
• Ensuring that your customers are kept up to date whilst their problem is investigated
• Promoting selfserve via our extensive knowledge base to all customers
• Effectively communicate with other areas of the business to resolve customer queries
• Raising appropriate tasks to other teams for them to action requirements E.G credits
• Product, service and business knowledge for efficiently answering customer queries
• Organisation skills for managing multiple customer queries simultaneously
• Problemsolving skills for resolving complex customer queries
• Conflict resolution skills for managing interactions with challenging customers
• Accurately resolve billing queries to ensure our records are accurate for invoicing
• Processing of cancellations accurately, liaising with suppliers as appropriate
• Attempting retention of cancellation requests that are within our remit (Price, service)
• Processing of small sales as requested by customers, hardware and DDI's
• Completion of selflearning as well as company arranged courses via Bobs Business
• Escalating trends so they can be investigated and resolved
• Linking cases to any problems we may encounter for our internal records

Core Skills / Requirements

• Great communication skills
• Great team player for own and team KPI's
• Ability to support colleagues within and outside of the team
• Can remain calm in a pressured situation
• Eager to deliver great customer service
• Analysing information and excellent troubleshooting skills
• Excellent organisational and time management skills
• Time management skills
• O365 experience

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Professionalism

• Approaches others in a tactful manner and manages client expectations. Treats others with respect and consideration regardless of their status or position.

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Teamwork

• Balances team and individual responsibilities. Gives and welcomes feedback. Contributes to building a positive team spirit whilst supporting everyone's efforts to succeed.

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Customer service

• Manages all Customer situations with appropriate action and responds promptly to customer needs and meets commitments, both internally and externally. Has an excellent telephone manner and communicates to customers in a userfriendly language.

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Problem solving

• Identifies and resolves problems in a timely manner, gathering and analysing information skilfully. Develops alternative solutions and escalates as appropriate.

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Technical skills

• Commits to being knowledgeable and up to date within relevant technologies. Strives continuously to build knowledge and skills within ICT, especially within the business' core areas. Shares expertise and knowledge with others.

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Time Management

• Prioritise and plan work activities using time efficiently. Meets required commitments on quantity and quality of work.

Gradwell has a unique and valued culture. All Gradwell employees can identify strongly with the personality traits and values set out below.

Personality


Engaging - Working with diverse Engineering teams and getting the best from them


Disciplined - To meet tight timelines and drive the teams to success.


Down to Earth - Gradwell people are straight forward and grounded.


Friendly - Gradwell people like to make the workplace a fun and relaxed place to be.


Helpful - Gradwell people will always look for ways to help each other and their customers.


Persistent - Gradwell people can be relied upon to get the job done - whatever it takes.


Values
Personal - Kind, Human, Caring

Pioneering - Expert, Masterful, Skilled

Proactive - Driven, Energetic, Agile

• This list is not exhaustive, will change in response to business demands and may include other tasks as may reasonably be required by the Directors_

What we will offer you:

A generous basic salary (based on experience and qualifications) Salary range £21K- £23k

Great funded training opportunities

Progression opportunities as part of a fast growing, successful company

Opportunities for flexible hours

Life Cover

Company Pension Scheme

32 days holiday (24 days + Public Holidays) increasing with long service

Paid sick pay of 20 days a year