Job Description
Key Job Activities:
Provide an excellent level of service which ensures customer needs and expectations are met, whilst working towards first contact resolution.
Establish and build rapport with customers, providing accurate and timely information to instill customer confidence in our ability to deliver an exceptional level of service.
Build and maintain strong working relationships with both internal and external customers, establishing and building strong relationships with other departments.
Ability to understand, analyse and interpret data and customer reporting.
Pro-actively keep customers updated on all aspects of their enquiry in a timely manner.
Accurately record clear and concise notes for each customer interaction within the CRM system.
Resolve complex customer enquiries including pricing queries, invoice disputes and manage customer dissatisfaction.
Identify whether a customer is due a credit as part of a billing query and be able to calculate full and partial credits.
Confidence in handling customer complaints, managing objections and taking ownership through to full resolution.
Identify and escalate any process issues, offering positive suggestions/ideas for suitable resolutions.
Pro-actively escalate to management any unresolved customer query that may breach our agreed SLAs.