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Correspondence Customer Service Agent
This job has expired, and cannot be applied for.
- Posted By: Adecco - Newcastle
-
Address:
- Apollo House
- Northumberland Road
- Newcastle Upon Tyne
- NE1 8JF
- Contact: 01912221101
- Date Posted: 11th Dec 2008
- Salary: £14,000
- Location: North Shields
- Reference Code: MT/EDSCOR
- Views Since Posting: 21
- Full Description:
Job Description
Working in a team within a customer care centre environment, responsible for the resolution of incoming contacts with key performance indicators
General day-to-day duties include:
• Handling customer contacts via correspondence in the form of letters, emails and faxes
• Spoken and written skills (including business correspondence
• Delivering service excellence by efficiently problem-solving and reacting to customer situations in a professional, polite and clear manner
• Meeting the Clients standards in volume, quality, performance & attendance
• Following the Clients Policies and Procedures in a positive manner
• Demonstrate a positive attitude, professionalism, initiative, and flexibility in performing daily job functions
• Accurate logging of all contacts and following up on action plans using a case management system
• Where necessary liaising with business partners - i.e. brand retailers, field managers and internal departments to develop service request resolutions & action plans
• Escalating issues to the Team Leader, ensuring the group maintains professionalism at all times whilst working within strict service level criteria
• Performs other related duties, as assigned, flexibility towards work schedules/shift patterns
Minimum Skills
Technical Skills
• Ability to operate a Desktop Computer System and possess a familiarity of Operating System (Windows 2000), MS Word & Excel.
• Familiarity with navigating an internet/intranet using Internet Explorer
• Ability to type a minimum of 35 words per minute
Soft Skills
• Customer service excellence – enjoys direct contact with customers and understanding the customers needs, displays diplomacy, is polite, remains calm, listens, and apologises where necessary, always portrays a professional & positive image to the customer
• Excellent written and verbal communication skills, calm and methodical approach, active listening skills, listens to the customer, responds with appropriate feedback
• Good language skills, understanding trainings/meetings delivered in English
• Ability to work under pressure and deal with a customer in demanding situations, to learn quickly in a changing environment, to use own initiative and make decisions, ability to prioritise and manage own workload
• Logical approach to problem resolution, gathers facts, takes corrective action, escalates problem at the appropriate stage, ability to work on own initiative to follow up and resolve service requests raised by customers
• Team player - helping the team to achieve objectives, friendly and approachable even when busy, but firm where necessary, works to team and individual standards
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