Customer Services Specialist
Purpose of the role- The team are responsible for ensuring that customers have the best experience possible by providing the very best levels of care and service.Their core aim is to provide a positive, pro-active resolution service for any issues that customers may have. This involves taking inbound calls and responding to inbound emails and finding solutions that make the customer happy. The role is varied, and contact from customers will vary from routine queries to complaints. Essential Experience:
- Previous experience in a B2C customer services/ customer-care orientated roleStrong negotiation and issue resolution skillsAbility to consider and assess the benefits multiple outcomes and “think outside the box” to reach a successful outcome.
- Experience in a sales or cross selling roleConflict resolution experience
- Management of incoming caseload – responding to customer contact within agreed service targetsSuccessful resolution of customer issues and complaints as quickly as possible to the satisfaction of the customerProactively identifying potential complaints/ issues and resolving quickly and proactively to minimise impactMaintaining full and accurate written records of each caseEscalating any urgent/ high priority issues in line with company policiesProviding a professional and compassionate service that converts potential complainants into advocates for the businessIdentifying any opportunities to upsell or cross sell appropriately with confidence and conviction
- A positive and empathetic approach and demeanourCustomer-orientated approach with a desire to deliver great serviceForward thinking and forensic approach with the ability to spot and resourcefully avert problems before they happenExcellent interpersonal skills with the ability to challenge constructively and build rapport quicklyStrong attention to detail and ability to process data and produce accurate written recordsStrong written communication skills, and excellent spelling and grammarReliable and conscientious team player