Customer Service Agent

Customer Service Agent, Syston

Salary Range: £19,400

Shift Pattern: Monday - Friday, 6-6pm and Sat 6-2, 40 hours per week
Are you passionate about delivering excellent customer service? Do you have a positive, can do attitude? Is your phone manner second to none? Are you helpful, empathetic and responsive?

We need customer agents to meet all customers' and business requirements in the most cost effective, professional and timely manner whilst achieving a high level of customer service.

Duties;

*Answer incoming calls in a professional manner using a standard call answering prompt card
*Be vigilant and responsive to calls in line with set KPIs
*Effectively manage all calls understanding the customer requirements in order to capture the relevant information to process the customer order accurately.
*Build relationships and acknowledge each customer individually, providing a personal service
*Navigate systems efficiently and accurately, keeping the customer informed at all times
*Ask relevant questions and communicating in an empathic, confident and assertive manner
*Where able, investigate and resolve customer issues and complaints through actively listening and proactively looking for suitable solutions for the customer that is not detriment to the business
*Liaise with other internal team members in relation to customer orders, pricing, products, delivery matters via phone and email
*Where necessary, escalate customer issues or order details following the correct process when the situation is outside the control, capabilities or authority of the job incumbent.
*Effectively develop and maintain a good level of team morale, supporting colleagues to achieve CSC's business goals and objectives

Essential Requirements:

*Good level of commitment to customer service and satisfaction
*Excellent communication skills

Desirable:

*Knowledge of construction industry and products
*Knowledge of SAP system
*NVQ Level 2 Customer Service

Experience

*Experience - 1 year within a customer service role