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Role: Customer Service Representative

Location: Option to work on Site (Preston) or Fully Remote

Salary: £22,308.00

Duration: 6 Months (Temp)

Hours: 8am-8pm Shifts Monday - Sunday (Working 1 weekend every 4 weeks)

Description

The role of a Customer Service Representative is to make and receive calls from NCO Europe’s Global clients’ customers, providing positive information, help, support & guidance to address their needs. Providing world class customer experience and focus with the ultimate aim of first contact customer resolution.

Their overall objective is to ensure excellent service standards, meet KPIs and exceed high expectations overall by their exceptional skills and inter-actions.

Principal Responsibilities

* Handle every customer call competently with a key emphasis on 1st call resolution and delighting the customer

* Responsible for the delivery of customer excellence and being the interaction between their client and the customer

* Contribute to company and client service level agreements, and delivering a positive customer journey

* Adhering the company and standards and meeting/exceeding KPI’s focusing on 1st call resolution and call handling time

* Provide accurate, valid and complete information to customers by using the right methods/tools

* Meet personal/team customer outcome targets and call handling standards

* Maintain accurate records of customer interactions, update customer accounts and general documentation onto their system

* Ensure commitments made to customers are followed up in a timely manner

* Handle/escalate complaints, provide appropriate solutions within the limit allowed and follow up to ensure resolution

* Take part in learning and development activities as required to develop personal & product knowledge and enhance skills

* Commitment to continuous development to improve our customers experience and journey

Skills, Experience & Attributes

* Experience of working in a telephone customer services environment

* Enthusiastic, positive & approachable manner

* Passionate about exceeding customers’ expectations and delivering an outstanding customer experience

* A great communicator, both written and verbal, who wakes up every day wanting to exceed client and customer expectations

* Strong desire to learn, take on board feedback, strive to improve and work to personal goals as well as part of a driven, energetic te

* Ability to multi-task, prioritise, and manage time effectively