Customer Representative

Zoek Pin Birmingham, England

£9.50 - £11.00/hour

Temporary (Full time)

Posted 38 days ago

Customer Experience Representative
Pay rate - Between £ - £
Working in Birmingham
Start Date - 31st August 2021

We don't want you to just give our customers an outstanding first impression, you are the perfect introduction to our long standing commitment to providing exceptional customer service.
As a customer experience representative you will be responsible for providing an outstanding, positive and memorable experience to every one of our customers, you will be expected to listen, deliver and care on every single interaction.

Role Requirements:
Handle customer enquires across various channels, including telephone, written correspondence, email, social media, secure messages and web/live chat.
Endeavour to provide a seamless and effortless experience to customers when dealing with complex queries.
Ensure every time you interact with a customer you are determined to provide the customer with the best possible experience.
Have the customer at the heart of everything you do.
Be proud of the service that you offer and strive to do everything you can to help - be willing to go the extra mile.
Take ownership of issues and see them through to resolution.
Communicate in an open and honest way.
Treat all customers and colleagues with respect.
Treat all customers and colleagues as individuals.
Understand that customers have different needs and some are vulnerable.
Pay attention and ensure that all requests are acted upon and all details are accurately recorded.
Aim to resolve the customer's query at first point of contact.
Recognise when a customer needs to be assisted further by a senior colleague and escalate accordingly.
Identify opportunities for improving the customer experience and ensure that you raise these through the customer improvement team evidencing the benefit to both our customers and the business.
Have a want to support and mentor new members of staff through, buddying, floor walking and sharing best practice.
Be willing to attend and participate in any training that is offered to you, to include upskills, external training and regulatory training.
Complete all the necessary regulatory EQ learning modules within the stated timeframes and ensure that you apply these to your role.
Don't make false promises - do what you say you will do.
Make it your mission to make a first impression that will be a lasting impression.
Participate in team huddles.
The ability to move and work on a variety of different product offerings.
Skills Required:
Enjoy interacting with people.
Don’t have to have previous experience but needs to be confident on the phone
Someone confident with answering and making approx 30-50 calls per day
Care about your customers and colleagues.
Has a positive "can-do" attitude.
Can demonstrate patience, empathy and compassion when required.
Have good listening & communication skills.
Have the ability to remain calm and professional in difficult and challenging situations.
Can relate to your customers emotional needs.
Can be flexible when required.
You are a team player.
Always striving to do the right thing.
Treat people as you expect to be treated yourself

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