Customer Service Executive - Glasgow

Ref: 193 Date Posted: Thursday 04 Aug 2022
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Customer Service Executive

Location Inverness

Salary Circa £21,000

 

 

Job Purpose To deliver exceptional Customer Service support to OUR customers.

 

Principal Responsibilities:

• Manage incoming telephone calls & email correspondence from customers

• Identify, investigate and resolve a query, complaint or general enquiry from customers

• Communicate with customers moving to other providers with the aim to maintain services

• Meet set targets & expectations for ensuring the best possible customer experience

• Record and track interactions with customers on the company CRM system

• Follow industry & company guidelines in relation to a customers’ contract

• Keep up to date with industry regulatory changes

• Keep up to date with any changes the business makes to terms and conditions

• Promote the benefits, products and services of other divisions within the Group to existing customers

 

Essential Customer Service Skills: Sincerity / Empathy / Attentive / Confidence / Resourcefulness / Curiosity / Resilience

 

• Proven track record of delivering a high level of customer care & service

• High standard of phone skills and written communication, including numerical skills

• Problem solving

• Multi-tasking

• Organised and motivated

• Ability to work on their own and within a team environment

• Competent PC skills; email, word, CRM packages

 

Personal Specification Desired Skills

• Previous experience within a customer service/support role

• Industry experience desirable not essential

• Excellent telephone manner

• Previous experience investigating service issue complaints

• Ownership of complaint handling cases from start to resolution

 

 

Great Benefits on offer within the group