Job description
16 hours per week
Saturday 08.30am-5.30pm
Sunday 8am-5pm
A highly organised and customer focused individual. You will be the first point of contact for the business, answering incoming telephone calls and emails in a polite, attentive manner; ensuring requests are dealt with quickly and efficiently.
The Role
- Screen initial calls and determine customer requirements.
- Input details on the service management system, asking questions to ensure accurate information is obtained from the caller regarding machine, location, contact details, opening and closing times, fault and priority of call.
- Attempt to resolve customer queries over the phone through the trouble shooting process.
- If you cannot find a solution through the phone fix process then schedule engineer, water filter change and steam boiler exchange visits through the planning team.
- Process email enquiries, including handling complaints, answering enquiries and prioritising issues.
- Bring to the attention of your manager any customer proving difficult to deal with to ensure the matter can be resolved promptly.
The Person
- Proven call centre background-used to working in a high call volume environment
- Strong customer service skills-ability to answer queries concisely via the telephone and email
- Computer literate
- Ability to work under pressure and handle challenging situations
- Attention to detail and strong data entry skills
- Excellent communication and listening skills
- Flexible approach to work (occasional bank holiday cover)
Salary: £9,600 per annum (16 hours per week) + Pension + EAP + other Company Benefits
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