Overview
The role of the customer services representative is to build strong relationships with our customer base, to proactively manage the customers' expectations and to resolve any emerging problems quickly, accurately and efficiently.
This is a fast-paced environment and operates across several communications channels including telephone, chat, email and social media.
Department opening hours are between 8am and 6pm Monday - Friday and 8am - 1pm on Saturday.
A shift roster is in operation between these hours.
Standard working week is 37.5 hours.
Qualifications
Experience in a customer-focused area is desirable but not essential
Ability to integrate easily into a dynamic, multi-skilled environment
Evidence of attention to detail and accuracy
Enthusiastic and self-motivated
Ability to work both individually and as part of a team.
Experience dealing with difficult customer interactions, reflecting strong communication skills
Excellent communication skills both verbal and written
Responsibilities
Effective management of incoming and outgoing contacts
Identification of customers' needs, assessing problems and finding swift resolution
Building of strong relationships, developing trust through open and interactive communication
Provision of accurate, valid and complete information, recording detail using the department tools provided
Handling customer queries, providing appropriate solutions and options efficiently and following up to ensure resolution
Following the Customer Services and Quality procedures, guidelines and policies
Going the extra mile to engage customers.
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