Frontline Customer Accounting Agent - Colnbrook | Zoek UK
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Frontline Customer Accounting Agent
Colnbrook, Slough, England
Temporary (Full time)
Pertemps are currently working with a Global Market Leader in their field and are looking to add 3 x Frontline Customer Accounting Agents to their team in Colnbrook, Slough.
The Frontline Agents role purpose is to assist the customer with their enquiries via inbound calls. The agent will need to log all customer’s correspondence which has been received by email, fax or letter.
To be a successful Frontline agent you will need to ensure day to day interaction with customers and peers across DHL Sales Business Units, Customer Services, Operations and Customer Accounting
Specific Role Challenges (key focus areas/challenges expected for post holder)
Ensure all queries are resolved/escalated within set SLAs and KPIs
Adherence to company and legislative regulations regarding the management, storing and retention of data
Ensuring customers receive a professional and effective frontline support experience.
Activities & Responsibilities:
Proactively communicate with customers and DHL colleagues to advise ongoing status of each claim.
To assist the customer with their invoice enquiry whilst maintaining a high standard of customer care
Attempt to resolve the customers’ enquiry over the phone wherever possible in order to facilitate prompt payment
If unable to assist the customer, at the time of the call; logging a detailed note to enable the backline team to resolve the issue
Take approx. 90 inbound calls per day
Action all supporting administration roles - post given, email/fax missing documents to customers
To work as part of a team to achieve a 1% ACR result
Liaise with other departments to assist the customer wherever required
Skills/Experience & Educational Background:
Critical Competencies at High Level:
Business / Commercial Acumen
Technical / Professional Knowledge
Communication Skills Verbal / Written.
Planning / Organisation skills
Ability to use own initiative
Maths & English GCSE grade 4 or above (old A-C or equivalent).
1 year call centre experience within a customer environment
Access to a consultant 24hrs a day
Candidate Portal – Unity App
For more information please contact Dale Waters at our Heathrow office on (phone number removed)
Click to apply or send your CV to @ (url removed)