Customer Service Executive

Undisclosed Company
Reading, Berkshire
£21000 per annum + Commission
11 Jan 2017
25 Jan 2017
Manpower UK
Job Type
My client based in Reading are looking to recruit an experienced customer service executive to deal with cancellation queries. You must be hard working with the ability to smile while you dial!

Duties include:

*Handling inbound and outbound cancellation queries in an efficient and courteous manner
*Seek to retain customers wishing to cancel their policies through a variety of means - for example selling benefits, enhancing cover, seeking competitive discounts, resolving complaint issues, resolving claims issues etc
*Listening, identifying and responding to the needs of customers, resolving telephone and e-mail queries
*Liaise effectively with other areas of the business to ensure a swift response to customer queries in line with the business and regulatory requirements of the role
*Inputting data accurately and efficiently
*Work effectively against the KPI requirement of the role and hit target
*Inputting data and actioning policy amendments in an accurate and timely fashion
*Calculating and processing cancellation fees according to the appropriate terms and conditions.
*Seeking to achieve and exceed individual, team and departmental quality targets
*Ensuring that all company procedures are followed
*Ensuring you meet any regulatory and requirements applicable to your role
*Maintaining an acceptable level of attendance, punctuality and general time-keeping,
*Using contact centre systems effectively
*Following company regulations on Health and Safety and maintain a safe and tidy working environment
*Liaising with Customer Services and other departments in a professional manner

Key Responsibilities Customer Service 30%:
*Provide a warm, friendly and professional inbound and outbound customer service to prospective and existing customers via telephone, email, web and mail, ensuring efficient and timely resolution with each customer interaction fully documented within the CRM system
*Input data and amend policies accurately and efficiently
*Process customer payments and contact customers regarding declined payments
*Process policy renewals, policies and customer cancellation requests in line with company policy
*Provide Sales and Cancellations overflow and hot transfers as required and carry out any other relevant tasks to assist and support sales
*Ensure adherence to agreed processes, service level agreements and exceed individual and team targets
*Multitask and adapt to a fast paced environment
*Proactively seek ways to improve the customer experience through each interaction
*Display passion about customer care and efficiency, adapting quickly to the business and customer needs
*Seek to achieve and exceed individual, team and departmental targets

The ideal person will have:

*Excellent sales and objection handling skills
*Excellent negotiation and reasoning skills
*Good in verbal and written communication
*Ability to build relationships and rapport quickly
*Managing tasks effectively and efficiently
*Ability to work well under pressure, prioritise and meet strict deadlines
*Work well and part of a team as well as on own initiative
*Confident in Excel, Word documents and CRM systems
*Strong data inputting and admin skills
*Experience of working in a similar Customer Service/contact centre environment
*Experience in dealing with 50+ inbound calls a day
*Excellent telephone manner
*Excellent written and numerical skills
*Genuinely committed to customer service excellence
*Strong rapport building skills
*Ability to manage multiple tasks
*Accurate and timely data inputting/typing skills
*Natural communicator, friendly and confident
*Previous customer service experience

Required Qualifications
*GCSE's passes A-C or equivalent, including Maths and English
*A Levels or equivalent
*Customer Service Training
*Excel and Word Training

You will be required to work Monday to Friday every week and 1 Saturday in 4 but you will be paid overtime.

My client is looking for a candidate to start in January and would like to interview ASAP.

Please apply today.