Working within the Consumer Services team, receiving, investigating and responding daily to consumer queries and overseeing complaints. Delivering excellent consumer service, whilst maintaining and creating positive relationships with the company.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Engaging with a wide range of customers via phone, email and social media.
Clarifying customer’s queries; selecting and explaining the best solution, whilst following up to ensure resolution.
Working closely with the Consumer Service Team Leader to ensure daily targets and business SLA’s are met.
Accurately preparing weekly and monthly reports required by internal stakeholders within the business, within the agreed timescales.
Interpreting and analysing data
Has the ability to work under pressure using their own initiative but is also a keen team-player with a flexible, dynamic and creative attitude towards work, getting involved in team discussions and promoting their ideas.
Sharing consumer feedback with internal stakeholders both formally and informally; offering further insight to products, consumer demands and sharing contact trends with other areas of the business, with a view to seeing contact reduction.
Essential experience / qualities:
A self-motivated punctual individual with an enthusiastic and mature attitude.
Flexible, positive & proactive attitude with proven ability to multi-task, manage and organise priorities whilst still paying attention to detail.
Knowledge of Microsoft office; including Word and PowerPoint, with an advanced knowledge of Excel.
Database experience of inputting data.
Team player with good interpersonal skills and has the ability to develop and maintain internal/external relationships.
Good communication skills; both verbal and written.
Desirable experience / qualities:
Previous experience within a Consumer Services environment.
Intermediate and above MS Office skills
Setting up databases or migration of data to alternative databases.