Customer Service Representative - Sunderland, United Kingdom - Efficient Homes

Efficient Homes

Verified Company

Sunderland, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

Job Overview - We work under the government ECO4 scheme which aims to reduce fuel poverty by providing those in need with a free boiler and home insulation upgrades. You will be responsible for the daily handling of customer calls ensuring they meet the eligibility criteria and then booking appointments for them with their nearest surveyor.

Job Duties and Responsibilities

Handling outbound and inbound customer calls discussing their eligibility and collecting relevant information
Inputting data using Excel spreadsheets
Book in surveys for qualifying customers with a relevant surveyor by matching availability and considering the travel distance
Responding to customer queries and complaints in an efficient and professional manner
Escalating customer issues with management when the need arises
Adhering to a company's policies and procedures when interacting with customers ensuring a friendly and welcoming experience
Following up on customer calls to ensure that customers are satisfied

Essential Skills

Excellent English communication skills
Good interpersonal skills to establish a positive rapport with clients
Able to use Excel, Whatsapp, and Maps
Assertive and confident
Motivated to succeed
Ability to work well under pressure
Ability to handle and diffuse challenging situations

Desirable Experience

Excellent customer service skills to ensure that customers receive satisfactory service
Strong analytical and problemsolving skills to correctly identify issues and determine the most effective solutions
IT literacy, and previous CRM experience
Ability to remain calm and polite when dealing with unsatisfied clients
Stamina to handle high volumes of calls and consistently provide excellent service with a positive tone
Call centre / sales experience and working towards targets

Salary:
£22,000.00 per year

Benefits: