Customer Service Agent
Knowledge and Experience – Essential:
- Experience of working in a customer service delivery environment.
- Experience of effectively dealing with customers at all levels via the telephone, face to face and email.
- Excellent knowledge of what excellent service delivery looks and feels like.
- Experience of developing strong working relationships with a wide range of stakeholders.
- Experience of generating ideas and implementing them to improve the customer experience.
- Working knowledge of the Shared Services service catalogue (i.e. the services we provide) and the associated policies, procedures, systems, service level agreements and performance targets.
- Experience of working in a progressive fast paced customer service environment using the latest ways of working and communicating with customers (for example self-service, web chat).
Skills – Essential:
- Clear communicator with highly developed communications skills both verbal and written. Acts in a collaborative way that engages with people at all levels to understand their requirements and effectively respond.
- Ability to manage difficult customer situations.
- Possess a high degree of accuracy and attention to detail.
- Able to work effectively as part of a team.
- Highly motivated & resourceful.
- Good listening and problem solving skills.
- Inquisitive, flexible and adaptable. Able to learn new processes and systems quickly and effectively.
- Ability to generate solid ideas for improving service delivery.
- Able to prioritise own work and deliver results in a highly pressured environment.
- IT literate, including the effective use of MS Office and core systems.
- Working outside of standard office hours may be required.