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CCR Recruitment & Selection
,
London, Greater London
Customer Care Consultant
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Job Type: Full-time |
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Salary: £19,000 per annum |
Overview
Customer Care Consultant Salary: £19,000 per annum Experience: Experience in a similar role within a Contact Centre Experience in dealing with queries and complaints The Role Handling inbound calls from customers and accurately screening customers and resolving customer queries in the first instance whilst adhering to FCA regulations. The Customer Care Unit provide top quality customer service using a variety of channels including telephone, email and Live Chat. Following successful completion of the probation period, there may be opportunities to learn the different channels and become an expert in the customer service department. Key Responsibilities To effectively handle inbound calls To manage customer service enquiries in alignment with our customer service goals. To assist the Sales department in taking over flow sales calls. Accurate screening of customers Learn and develop skills to assist other areas of the Customer Care department. To provide feedback using predefined procedures and processes to help the business identify areas for improvement and development. To contribute to the development and success of the Company by taking an active part in team and operational meetings. Adhere to FCA regulations always. To maintain a professional and courteous manner towards your fellow team members, customers and clients. To work within our regulatory framework and adhere to our Quality Assurance Programme. To comply with the housekeeping rules contained within the Staff Handbook. Person Specification Experience within a Contact Centre environment in a similar role. Experience in dealing with Customer complaints both verbal and written is desirable. Use of Live Chat or a similar system is desirable. Excellent communication skills, both written and verbal. Committed to excellent customer service and prepared to go the extra mile to ensure customer satisfaction. Professional telephone manner. Attention to detail with focus on achieving first time quality. Competent level in Excel, Word and Internet. Hours 37.5 hours per week The Contact Centre is open during the following hours: 8.30am - 8pm Monday to Friday 9am - 5pm Saturday 10am - 5pm Sunday 9am - 5pm Bank Holidays Shift patterns to be worked, with time off in lieu.