Customer Service Specialist

Job Description

We are seeking a dedicated and professional Contact Centre Customer Service Specialist to join our dynamic team. The ideal candidate will have a passion for providing exceptional customer service, managing customer inquiries, and resolving issues efficiently. As a key member of the contact centre, you will be responsible for answering customer calls, emails, and chat inquiries, offering solutions, and ensuring an outstanding customer experience at every touchpoint.

Key Responsibilities:

1. Respond to customer queries in a timely and accurate manner via the telephone, email and letter.
2. Identify, assess, and resolve customer issues in a timely and efficient manner, ensuring customer satisfaction.
3. Maintain in-depth knowledge of the company's products, services, policies, and procedures to effectively assist customers.
4. When appropriate, suggest additional products or services to customers to enhance their experience.
5. Capture customer feedback and relay any trends, issues, or suggestions to management for further improvement.
6. Meet and exceed key performance indicators (KPIs) related to call handling, customer satisfaction, response times, and resolution rates.

Skills Required:

1. Strong team player with a collaborative approach.
2. Good communication skills - written and verbal.
3. Attention to detail and time management - able to prioritise.
4. Demonstrate role model behaviours, best practice.

Benefits:

1. Colleague discount.
2. Generous pension scheme.
3. No Weekends, Bank Holidays or Evenings.
4. Competitive Pay.
5. Christmas shutdown.
6. Access to online portal offering exclusive discount on retailers.
7. Free Parking.
8. Electric charging points (site specific).
9. 33 days holiday (including bank holidays).
10. Life assurance.
11. 1 paid volunteering day a year.