Job Ref: 213670040

Date: 2021-05-04 13:49:54

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Title:

Customer Service Representative

Based at:

Head Office – High Wycombe

Reports to:

Customer Service Team Leader

Faisal Amin/Tariq Ali

Job Purpose Summary

A Customer Service Representative here at Account Technologies can often be the first point of contact a customer has with our business! We are looking for people with an excellent phone manner to welcome customers and build rapport whilst assisting them in completing applications and informing them on our products and services. We are looking for customer service champions who enjoy determining customers requirement and problem solving!

Key responsibilities and accountabilities:

Leadership & Behaviours:

Create an environment orientated to trust, open communication, creative thinking & cohesive team effort.
Lead by setting a good example (role model) – behaviour consistent with words
Facilitate problem solving & collaboration
Maintain healthy group dynamics.
Operational Management:

Work inbound and outbound calls
Respond to customer enquiries
Handle and resolve customer complaints
Provide customers with product and service information
Enter and maintain customer information on the bespoke admin system
Process partial applications
Identify when issues need to be escalated as a priority
Complete call backs where required
Work towards targets set by Team Leaders
Manage customer accounts and communications across all channels.
Answer questions about the product details, the company, and issues with account for the customers.
Assist customers with any technical issues experienced with website and escalate any issues to management appropriately
Meet Quality Assurance Requirements and other key performance metrics.

REQUIREMENTS:

Excellent interpersonal, written, and oral communication skills
Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
Must possess and be able to demonstrate strong influencing and closing skills.
Ability to learn and navigate new software quickly
A passion for excellent customer service

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