Customer Service Operator
  Competitive
  Sittingbourne, Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


Customer Service Operators

Swale Heating is one of the biggest and most recognised heating specialists in Kent.

We are currently looking to recruit Customer Service Operators.

This is a fantastic opportunity to work with the largest independently owned heating company in Kent. Whether you are looking to further your career in this area or looking to work for a positive and forward-thinking company, this is the role for you.

Purpose of the role:

Customer Service Operators are the first point of contact for every customer, offering help, support and guidance, being friendly, professional and empathetic using the tools and knowledge available to find the best possible solution to the customer’s query.
Using your operational knowledge of the business you will work closely with your colleagues to increase first time resolution for our customers.
You’ll have experience of delivering a high level of customer service and you’ll be motivated knowing your actions result in a happy customer by streamlining their journey.

Key Tasks include but are not limited to:

• Offering professional empathetic service to every customer contact over multiple channels including phone, email, text, and live chat.
• Handling a variety of customer queries including booking breakdowns, annual services and general queries.
• Offering knowledge on Swale Heating products and services to new and existing customers and processing payments.
• Accurately recording the customer’s information and actively trying to obtain all customer contact information
• Use the tools available to provide innovative solutions to customer queries and where needed seek help from knowledge experts
• Dealing with dissatisfied customers, being patient and empathetic, taking ownership and working with relevant colleagues to find a
satisfactory solution for the customer.
• Prioritising the types of calls booked, taking into consideration the resident’s needs.
• Accurately updating all relevant systems to provide an accurate account of our customers’ journey.
• Knowledge and skills to do the job to the best of your ability.
• Excellent knowledge of the business, our products and processes including booking process and service level agreements and using the
tools available to find the information you need.
• To assist with administration tasks ensuring SLAs are maintained at an acceptable level and escalated where required
• To help support the area planner ensuring appointments are completed in accordance with the contractual requirements within your area
meeting all SLA’s set.
• To help identify issues that could or will hinder performance operationally within your area.

Essential Qualifications & Experience:

• 5 GCSE’s Grades A-C (level 9-4)

• 1 – 2 years’ experience in a customer service role is essential
• Administration experience of 1-2 years
• Excellent organisational skills
• IT literate
• Call handling experience

Behavioural Competencies:

1. Builds trust and strategic working relationships with key internal customers
2. Effective communication
3. Customer focus (internal stakeholders)
4. Seeks ways to contribute to team success
5. Effectively manages work load including time management

Location & Travel:

This role is based in our Head Office in Sittingbourne

Hours of work:

37.5 hour per week on a shift basis Monday to Sunday between 7am to 10pm.


Advertiser: Direct Employer

Reference:

Posted on: 2019-05-22 12:27:39

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Customer Service Operator
  Competitive
  Sittingbourne, Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


Customer Service Operators

Swale Heating is one of the biggest and most recognised heating specialists in Kent.

We are currently looking to recruit Customer Service Operators.

This is a fantastic opportunity to work with the largest independently owned heating company in Kent. Whether you are looking to further your career in this area or looking to work for a positive and forward-thinking company, this is the role for you.

Purpose of the role:

Customer Service Operators are the first point of contact for every customer, offering help, support and guidance, being friendly, professional and empathetic using the tools and knowledge available to find the best possible solution to the customer’s query.
Using your operational knowledge of the business you will work closely with your colleagues to increase first time resolution for our customers.
You’ll have experience of delivering a high level of customer service and you’ll be motivated knowing your actions result in a happy customer by streamlining their journey.

Key Tasks include but are not limited to:

• Offering professional empathetic service to every customer contact over multiple channels including phone, email, text, and live chat.
• Handling a variety of customer queries including booking breakdowns, annual services and general queries.
• Offering knowledge on Swale Heating products and services to new and existing customers and processing payments.
• Accurately recording the customer’s information and actively trying to obtain all customer contact information
• Use the tools available to provide innovative solutions to customer queries and where needed seek help from knowledge experts
• Dealing with dissatisfied customers, being patient and empathetic, taking ownership and working with relevant colleagues to find a
satisfactory solution for the customer.
• Prioritising the types of calls booked, taking into consideration the resident’s needs.
• Accurately updating all relevant systems to provide an accurate account of our customers’ journey.
• Knowledge and skills to do the job to the best of your ability.
• Excellent knowledge of the business, our products and processes including booking process and service level agreements and using the
tools available to find the information you need.
• To assist with administration tasks ensuring SLAs are maintained at an acceptable level and escalated where required
• To help support the area planner ensuring appointments are completed in accordance with the contractual requirements within your area
meeting all SLA’s set.
• To help identify issues that could or will hinder performance operationally within your area.

Essential Qualifications & Experience:

• 5 GCSE’s Grades A-C (level 9-4)

• 1 – 2 years’ experience in a customer service role is essential
• Administration experience of 1-2 years
• Excellent organisational skills
• IT literate
• Call handling experience

Behavioural Competencies:

1. Builds trust and strategic working relationships with key internal customers
2. Effective communication
3. Customer focus (internal stakeholders)
4. Seeks ways to contribute to team success
5. Effectively manages work load including time management

Location & Travel:

This role is based in our Head Office in Sittingbourne

Hours of work:

37.5 hour per week on a shift basis Monday to Sunday between 7am to 10pm.


Advertiser: Direct Employer

Reference:

Posted on: 2019-05-22 12:27:39

I want to receive the latest job alerts for:

jobs in Sittingbourne, Kent

By creating a job alert, you agree to our Terms . You can change your consent settings at any time by unsubscribing or as detailed in our terms.

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  Commercial Services Interim & Executive Search

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