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Customer Service Agent - London

Description

To be the uSwitch front line for customer contact by telephone, email and webchat, delivering a consistently excellent and accurate response to customer queries.

  • Reports to Service Team Leader
  • Works as part of the Service Team
  • Operates in conjunction with the Sales Teams to provide an end to end service for uSwitch customers

Key responsibilities:

  • To deliver great service through articulate communication, both verbal and written, in response to customer queries
  • To drive first time resolution of queries
  • To provide first class service resolution on behalf of the business when things go wrong for a customer
  • To capture customer feedback consistently and accurately
  • Meeting business targets
  • Resolving customer complaints fairly and consistently
  • Outbound email correspondence
  • Webchat communication inbound and outbound
  • Operate within the uSwitch behavioural expectations, to live the brand


Requirements

Essential skills:

  • The ability to see through the eyes of the customer
  • Able to deal with high levels of customer interaction at a consistently high standard
  • Strong written and verbal communication skills.
  • Proficiency with all Microsoft Office packages mainly Excel, Word, PowerPoint and Outlook.
  • Experience of implementing ideas to improve overall customer satisfaction
  • A record of dedication and commitment with a desire to succeed and develop
  • Record of working within a team environment and being motivated by success

Benefits

  • 25 days holiday + BH
  • Private health and dental
  • Gym on site in London – or membership in regional offices
  • 7.5% pension contribution by the company
  • Free breakfast and afternoon snacks
  • Friday night drinks
  • Discretionary annual bonus up to 10% of base salary
  • Birthday day off, move house day off
  • Training and development
  • Referral bonus up to £5K
  • In house massage/nail treatments
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