Job Ref: 212869901

Date: 2020-12-07 16:00:37

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Customer Service Agent – 6 Month Contract (Temp to Perm)
The Company:
Focus IT are pleased to be assisting this global vehicle charging company. My client is an ever-growing market leader in electrical vehicle solutions Sector!
The Role:
My client is currently recruiting to expand their growing Customer Service team! You will be assisting new and existing customers with their Electric Vehicle Charging points and arrange the booking process and problem solve customer queries.
The main purpose of this role is to make sure that charging is fast and fits around customers lives. Charging with us should be hassle free and easy. We want to be there for our customers when they need us, whether they are charging to get to work, a family day out or on their way to the shops. The customers need to trust our network and experience.
recruitment of multiple temporary care agents to join the business on an initial 6 month basis aiming to initiate the hiring process from mid December 2020 with onboarding new starters early January 2021. We aim to hold a initial virtual open day 11th December (dates will be confirmed closer to the time so may change)
Due to the nature of our business and speed – we need people that can hit the round running with outstanding customer service ability and communications skills.
The main duties and responsibilities in the role will include, but are not limited to:
* To be the first point of contact for our customers and charge point hosts
* Identify customer needs and resolve their queries
* Understand our products and keep up to date with any changes
* Act as an ambassador for our brand
* Complaint Handling
* Processing of Homecharge applications liaising with the customer and other third parties.
* Managing, prioritising and distributing workloads- emails, call backs, new applications, review of existing applications
* Be able to extract information from photographs to substantiate customer applications
* Being able to deliver training to the advisors individually and as a group on process’s and evaluation of an application.
* Conducting a prequalifying telephone survey of the property
* Evaluating photos of electrical components within the property
* Review of technical survey reports and follow up with customers
* Arranging provisional dates for installation
* Processing payments to finalize booking appointments
* Delivering a high level of customer service through various contact points – email and phone
* Responding to general enquiries via email and phone
* Dealing with inbound and outbound contacts – calls, emails and live chats
* To be the first point of contact for our customers and charge point hosts
* Identify customer needs and resolve their queries
* Understand our products and keep up to date with any changes
* Act as an ambassador for the brand
* Where necessary, forward and escalate enquiries to relevant individuals and departments
Please note there will be a shift rota between Monday to Friday and it will be 7.30am 4.30pm, 8.30am – 5.30pm and 9.30am – 6.30pm. alongside this there is 1 Saturday in a month. You will be completing a 40 hour week.
The candidate:
You must have around 1 year's experience in customer service based role, preferably in a call centre environment. You will be a self-motivated , problem solving customer Service advisor with knowledge and abilities as follows:
* 1 years as a customer care agent in a contact/call centre having managed high call volumes experience in either inbound or outbound.
* Experience in dealing with multiple chats would be beneficial?
* Locally based within 30 minutes of our head office in Milton Keynes
* Strong communications skills and ability to pick up things quickly.
* Strong verbal and written English skills (as you will be interacting with our customers via chat and telephony systems)
* Can do attitude and resilient ( as our current operating environment is not for the faith hearted !)
Hours are : 07.30-16.30 / 08.30–17.30 / 12.30-21.30 and every 4th weekend – rota's are released four weeks in advance – but must some flexibility will be required to meet business needs
Salary .. Ranging between £22-£23k depending on department
By applying for this role you are expressing an interest in the opportunity and you will be contacted if you meet the above requirements. Please we aware that there maybe a few weeks delay between application and feedback due to the volume of hiring for this role.
Please note full product and service training will be offered to the successful candidates.
The successful applicant will be rewarded with the following package:
Benefits include:
25 days holiday + 8 bank holidays.
Pension,
healthcare and much more
Full product and installation methodology training will be offered.
Salary: £20,000 – £23,000
Location: Milton Keynes, Buckinghamshire

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