Job Customer Service Executive. Berkshire, Buckinghamshire and Oxfordshire UK Recruitment - job offers

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Job title: Customer Service Executive.

Job description:
Main Objective:. The overall purpose of this role is to provide an exceptional service for all telecom customers. To ensure telephone enquiries are handled confidently, efficiently and professionally, creating meaningful and enduring relationships for the benefit of our clients, customers and colleagues. Knowledge, skills, experience and qualifications required in the role:. Experience of working within a customer service environment, ideally within a telecoms related organisation. Experience of delivering extraordinary personalised customer care, whilst handling both inbound and outbound telephone calls. Experience and confidence in handling and resolving customer complaints at first point of contact. Ability to establish and collate information from a variety of sources to provide individually tailored customer solutions. Have an intermediate level of numeracy in order to confidently deal with statistics, produce standardised management information and calculate customer's premium or claim payments. Basic knowledge of Microsoft Excel and Word. Decision-making & autonomy. The complexity, ambiguity and risk in decisions made, and level of guidance & autonomy involved. Competently and pro-actively handle all customer enquiries including; suspend enquiries, technical issues, cancellation requests, service queries and all other product related enquiries within agreed parameters. Request, collate and interpret sensitive customer information both discreetly and objectively to help understand the customer needs. Make empowered decisions within agreed parameters, be flexible, understand customer needs and offer solutions. Anything outside these parameters escalate as appropriate. Responsible for ensuring that agreed actions are completed quickly and accurately or passed immediately to the relevant team for appropriate action. Focus on retaining business including calling customers to attract them back to the company, focusing on retaining customers who wish to cancel by gaining an in-depth understanding of why a customer is cancelling and using that feedback to inform future changes. Provide support, training and coaching to other team members as reasonably expected and required. Participate as a customer relations expert on related projects and initiatives, aimed at improving both our processes and customer experience. Ensure compliance with OFCOM principles and all other legislative requirements. Contribute as a team member, to ensure team Key Performance Indicators are consistently met or exceeded. Seek opportunities to promote other products and options, when speaking with customers. Continually explore ways to improve the customer experience, as well as promoting quality. Display both empathy and understanding when speaking to customers and deal with the details of their query discreetly and sensitively, whilst maintaining the highest standard of customer service. Responsible for completing daily/weekly work as allocated by the Customer Relations Manager, subject to change according to priorities and competence level, but no responsibility for managing others. Hours worked are a 37.5 per week on a shift rota basis with the earliest start being 8am and latest finish 8pm. Also working 2 Saturdays or Sundays out of 5 weekends. You will never have to work a whole weekend though (only Saturday or Sunday).

Employer Name: UK Recruitment

Form of contact: Recruiter

Job short description:
Business services and administration managers not elsewhere classified

Country: United Kingdom

Region: Berkshire, Buckinghamshire and Oxfordshire

Contract duration: Permanent

Contract type: Full 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

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