Job title: Customer Service Agent

Job description:
Customer Service Agent- £14,400 with excellent benefits package Role Responsibilities Ensure incoming calls that are received are acknowledged and processed accurately and efficiently, within customer SLA requirements. Keep customer informed of all calls and the status of that call. Regular checking of call logging system to identify calls that require further support (phone fixing and call qualification). Regular checking of calls, dealing with the errors that has made the call reject or deal with the call effectively and in a timely manner  Ensure that reports required by the customer are produced within the customer deadlines and the information sent is accurate and presented in a professional format. Ensure that email inboxes are monitored, and content is processed in a timely manner. Ensure all administration &reports regarding calls and incidents are accurately maintained. Prioritise calls and ensure, in the event of the call not being resolved, the call is passed to the appropriate department for further action. Use effective call control (negotiation, persuasion and empathy) to keep escalations to a minimum. Alert the Team Leader to situations which require escalation and provide full details of the issue/complaint and state what action has been taken to try and alleviate these Ensuring all call logs are closed out in a timely fashion and within SLA with all fields completed with relevant information. Regularly monitor aged calls and take necessary action to complete. Provide reports as and when requested by the customer. Communicate with other departments in the business to ensure resolution to a customer issue is resolved. Support other immediate customer team member in completion of daily tasks, ensuring all work load issues are highlighted to service team leader in a timely manner. Support other customer support teams to ensure workload is managed across the whole team, ensuring all work load issues are highlighted to service team leader in a timely manner. Communicate effectively to the other members in the team regarding changes in procedures and processes in regard to customer people counting systems. Promote and be instrumental in looking at continuous improvements both from a customer and business perspective. Administration requirements of the service team to be completed to company standards. Collate information for statistical analysis Ensure that all requirements under Health and Safety legislation are actively adhered to. Any other reasonable request compatible with the job description as identified by the service team manager or service team leaders.            This role will be working on a rota system that will include working remotly some weekends. Thank you for taking the time to apply for this vacancy, please ensure that your CV is up to date and all relevant information to this job role is clearly visible. If you have not heard from myself or one of my colleagues within 7 days of your application please assume your application has not been successful.    

Employer Name: jobsNskills.co.uk

Job short description: Software developers

Country: United Kingdom

Region: Suffolk

Contract duration: Permanent

Contract type: Part time

Source of job offer:
Department for Work and Pensions, Public Employment Services, United Kingdom

How to apply: Other - see free text

Salary currency: GBP

Salary period: Monthly