Customer Service Agent

Part Time
Birchwood
Posted 4 weeks ago

Job Title: Customer Service Agent

Reports to: Team Leader

Based: Birchwood

Job Purpose Summary

We are searching for a part time Customer Service Agent to cover Saturday and Sunday who will play an essential role in providing an effective and professional service and be the first point of call to all our Marlowe Fire & Security Customers handling inbound calls whilst providing excellent Customer Service. The role requires a proactive approach and excellent personal interaction with both internal and external Customers supporting our Customer Charter.

Key Responsibilities & Accountabilities

Ensuring all calls are answered within 3 rings

Ensuring all emails are acknowledged in 24 hours & responded to within agreed timeframes

Work closely with your assigned portal customers and support the National Account Managers to meet customer expectations

Monitor Customer portals real time to ensure all job requests are raised within 10 minutes in Cash & reflected in the portal within 15minutes

Monitor Call Receipt mail box  real time to ensure all job requests are raised within 30 minutes in Cash & communication provided to the customer to confirm their request has been actioned

Add clear customer notes to Cash & the customer portal clearly outlining “What happens next & when”

Update client portals and helpdesks in line with specific account instructions

Highlight any risks to client delivery to the Team Leader, to minimise reputational risk

Proactive approach to management of customers workload

Review and respond to all customer enquiries

Liaise with all internal teams to ensure effective response to customers and work completed within SLA

Submission of customer reports where required

Effective communication with internal and external customers Work in conjunction with compliance to maintain our standards, including but not limited to ISO 9001:2015, NACOSS, BAFE

Person Specification

Personality – Energy, Drive and Enthusiasm

Good telephone manner with colleagues and customers

Remain calm & focus on what can be done

Self motivated with the ability to work in a team and on own initiative

Good attention to detail

Be respectful to others – Customers, Colleagues, Managers, Directors

Excellent time management and communication skills

Job Features

Job CategoryCustomer Service

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