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Our client is a well-established and successful building services organisation, working across the full range of disciplines including local authorities, social landlords, NHS trusts and private sector.
They are now in need of an experienced Customer Service Executive based at their head office in Enfield.
Job Summary;
To be part of a team acting as first point of contact to receive work from clients, update work management systems and allocate workstreams to a team of engineers depending on geographic area.
The role will ensure that client requirements are met and in accordance with our company standards.
(Working Hours Monday-Friday, 37.5 hours per week.)
Main Responsibilities;
* Accurately records and logs interactions with our customer
* Keeps sensitive information private & confidential
* Works with management to maintain best practices for efficient communication with our customers
* Deal directly with customers either by telephone or electronically
* Handle and resolve customer complaints
* Obtain and evaluate all relevant information to handle service enquiries
* Process job orders
* Organise workflow to meet customer timeframes
* Communicate and coordinate with internal departments
* Provide feedback on the efficiency of the customer service process
* Manage large volumes of inbound and outbound calls in a timely manner
* Follow communication “scripts” when handling different topics
* Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
* Frequently attend training to improve knowledge and performance level
* Providing the right solutions to customers
* Meet targets in terms of quality & Performance
* Conducting customer research
* Attending training sessions to continuously improve knowledge and performance
Personal requirements;
* You will have to switch between multiple systems while helping customers and switch channels frequently – from the phone to email, for example.
* Good communication skills, especially listening, as that will allow you to ask better, more relevant, questions of customers.
* Empathy is important as you may be handling contacts from customers in difficult situations, so having natural empathy makes it much easier to build rapport with these customers.
* An ability to multitask will prove vital, as you will have to switch between multiple systems while helping customers and switch channels frequently – from the phone to email, for example.
Skillset;
* Collaboration
* Patience
* Previous experience in a customer support role
* Strong phone and verbal communication skills along with active listening
* Customer focus and adaptability to different personality types
In addition, as the company continues to grow there are plenty of opportunities for career progression and advancement. Our Client recognises individual talent, encourages professional development and rewards success.
If you believe that you have the talent, energy and spirit and are eager to learn, then we want to hear from you