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ADMINISTRATOR

Location: LANCASTER, LANCASHIRE Salary: 17000.00 - 17000.00 GBP Per Annum, inc benefits
Sector: Business Support Job Type: Permanent
Shift Type: N/A Applications: N/A
Posted: 9 days ago Reference: 3065256
Overall Job Purpose

The aim of the role is to retain and grow business through the effective management of all incoming and outgoing customer enquiries. To consistently promote an excellent customer experience for all internal and external customers to ensure that their enquiry is resolved at first point of contact - taking ownership of customer issues and closing the loop on all enquiries.


Key Responsibilities/Accountabilities

• To take full ownership of all incoming customer enquiries.
• To drive excellent customer service by constantly looking to increase the Company’s reputation.
• To drive customer focus and ownership throughout the business to ensure the speedy resolution of all Customer enquiries.
• Ensure all cases are categorized correctly in the work case queue.
• Ensure that all Helpdesk cases are completed with in SLA.
• Ensure that there is a key focus on both call quality and case accuracy when documenting and responding to customer queries.


Key Deliverables

• To achieve agreed call handling targets and standards which will drive customer service excellence within the Contact Centre.
• The ability to manage Customer enquiries using different channels of communication.
• To use strong communication skills to drive first call resolution for all Customers.
• To take full ownership of any Customer enquiry remaining focused on the growth of the business.
• To accurately and consistently follow the business process when updating all business systems and records to ensure Customer details are always accurate and up to date.
• To build strong relationships with all colleagues and internal Customers to ensure that all external Customers experience excellent service at all times.
• The ability to identify any threats to the Company’s Customer base and react accordingly to highlight these threats in a proactive manner.


Essential Skills and Behaviours required for Success


• Self motivation and confidence.
• Strong, persuasive and courteous manner.
• Passionate about putting the Customer first with a positive, friendly attitude.
• Excellent negotiation skills and the ability to maximise ‘saved’ opportunities whilst maintaining profitability.
• Good organisational skills with a detailed and structured approach to work.
• Ability to appraise situations quickly and react accordingly, taking into account fluctuation workloads and deadlines.
• Ability to converse confidently with external and internal customers (i.e., speaking clearly, listening, comprehending and interpreting).
• Ability to multi-task and be resilient in a high pressured and fast paced environment.

Professional Experience/Preferred

• Call handling experience in a Sales or Customer facing Contact Centre environment.
• Proven experience in the ability to meet robust targets that focus on customer care and first call resolution.
• Experience in the consistent use of different systems and Microsoft software packages.




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