Customer Service Representative - Technical
BackgroundCustomer Service is a vital part of the business, setting strategic objectives to ensure our Customers receive an exceptional Customer Journey at all times. The team consists of highly skilled individuals who provide technical information to our customers and ensure the needs of our customers are met, whether in or out of warranty.
Main Duties/ResponsibilitiesTo provide technical support, correctly identifying products or services required whilst meeting the needs of the Customer, answering a high number of calls, chats or emails within a compliance based framework to a satisfactory conclusion and where this cannot be achieved, escalating to a senior member of the Management team.
Updating customer records in line with GDPR regulations using in- house data bases.Providing out of warranty customers with an appropriate sales solution via live chat and email supporting the achievement of a monthly sales team target.
Accountability (and supporting activities)1.To Deliver Excellent Customer Service* Handles customer questions and complaints,* communicates well with customers,* handles service problems politely and efficiently,* always available for customers,* follows procedure to solve customer problems,* understands company products and services,* maintains pleasant and professional image.
* Maintains accurate customer records* Support other areas within the contact centre at peak times2. Achieve Sales goals* Understands product features & benefits* Identifies and sells to customer needs where required* Meets Sales and performance targets set3.
Deliver the safety agenda of the Company* Think safety* Take ownership for all accident reporting affecting you or your team.* Identify potentials and report.* Keeps workplace clean and tidy4.Fulfil other duties as required* Pick up new activities that fall broadly in the purpose of the role.
* Fix things that you can see need fixing.* Identify problems and find solutions.Person specification / Core Competencies:Experience:i. Strong Customer Orientationii. Proven background in a Customer facing environmentiii. Proven track record in achieving sales through serviceiv.
Experience of creating well written responses within a quality based frameworkSkills:I. High level of communication skills both verbal and writtenII. Ability to read customers via the telephoneIII. Goal oriented focusIV. Ability to assess and handle difficult situationsV.
Demonstrates good judgement and able to challenge others viewpoints positively and constructivelyVI. Decisive with the ability to work diligently on own imitativeVII. Strong team playerAttitudes/behaviours :i. Patience, compassion & empathyii. A positive,confident and determined approachiii.
A high degree of self motivation and ambitioniv. Resilience and the ability to to cope with rejectionv. Capability to flourish in a competitive environment.vi. Excellent work ethicvii. Flexible team playerPlease note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation.
Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job
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