Customer Service Associate - Lanarkshire, United Kingdom - Pontoon
Description
Customer Service Associate
Cumbernauld
6 Months
£11 per hour, PAYE
Rota's will be given 3 weeks in advance; shifts will be from between 8am - 11pm and working 1 day a weekend in every 4 weeks.
Tasks & assignments:
- Processes a high volume of consumer inquiries of products and services and resolves a targeted percentage of those inquiries.
- Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to establish how to resolve customer problems.
- When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
- Tracks and documents inbound assistance requests and ensures proper notation of customer problems or issues.
- Updates customer information and ensures accurate entry of contact information.
- Meets standards of job, such as quality standards, adherence to schedule and average handle time.
- May provide guidance and/or mentoring to less experienced Customer Service Associates
- Consumer.
- Other related duties assigned as needed.
General Knowledge, Skills & Abilities:
- Knowledge of the company's products, services and business operations to enable resolution of customer inquiries
- Excellent customer service skills that build high levels of customer satisfaction
- Excellent verbal and written communication skills
- Computer navigation and operation skills
- Demonstrates effective people skills and sensitivities when dealing with others
- Ability to work both freely and in a team environment
Job Level Description:
- This is a developing customer assistance role. Moderate skills with high level of proficiency are needed.
- You will be answering to a high volume of inquiries about products and services. Questions and issues from customers are predominantly routine but associate must be able to deviate from standard scripts and procedures as needed.
- You should be able to effectively calm upset customers and end a negative situation positively. You also may coach and share information with professionals with less knowledge and/or expertise.
- You'll be working under close to general supervision with little latitude for selfdirected judgment and may consult with senior peers and team directs to learn whilst in the role.
- Typically requires two or more years of experience in a call centre or customer servicerelated job in a service industry.
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