Position title
Customer Service Agent - Permanent
Job Location
42 Phoenix Court, Colchester, Essex, CO2 8JY
Employment Type

To work within the team and ensure that the best level of service is provided at all times and that specified procedures are followed. With a strong focus on providing excellent customer service and working efficiently the Agent must ensure that any department targets / service level agreements are adhered to. There is the potential opportunity for this position to become permanent.

Reports to: Team Leader

Main Duties:

* Respond to live chat, email and phone enquiries.
* Read incoming correspondence to ascertain nature of writers' concerns and to determine disposition of correspondence.
* Answer all incoming customer queries professionally and within agreed timescales.
* Handle and resolve customer complaints.
* Provide customers with product and service information.
* Enter customer information.
* Process orders, forms and applications.
* Identify and escalate priority issues.
* Route customer contacts to appropriate resource.
* Follow up customer enquiries where necessary.
* Compose acknowledgment correspondence.

Flexibility: to perform other duties, as and when required to ensure the smooth running of the organisation and to meet the needs of the business.

Professional Skills & Abilities:
* Proficient in relevant computer applications
* Knowledge of customer service principles and practices
* Knowledge of call centre telephony and technology
* Customer service experience
* Good data entry/keyboard skills
* Knowledge of administration and clerical processes
* Relevant product knowledge

Behaviour Expectations Guide

* The ability to retain information and adapt to circumstances when required.
* Able to use initiative without waiting for direction.
* Accepts change.
* Engages with coaching and feedback from any level.
* Engages with agents and wider team proactively.
* Shows appreciation for others.
* High CAN-DO attitude and supports a positive working environment.

Current employee benefits (under constant review)
* 20% additional hourly rate for working Weekend hours
* 50% additional hourly rate for working Bank Holiday hours
* Team events and incentives
* Yearly Christmas party
* Complimentary fruit and tea/coffee
* 30 days of Annual Leave per year, increasing with tenure to a maximum of 33
* Extra annual leave day on your Birthday

Any questions email lianne.cook@gfm.co.uk

Date posted
28 April 2021

Apply now

Thank you for submitting your application. We will contact you shortly! Please email any questions to lianne.cook@gfm.co.uk