Permanent Jobs Buckinghamshire
|Customer Service Assistant x 6||£ 20000 20000||Aylesbury||VC3340|
|Our client is passionate about making the process of investment 'simply easier', they are one of the nations most successful brokers and provide a wealth of expertise and advice to their customers
An excellent opportunity has now arisen for a Customer Service Assistant to join the department of their ambitious, award-winning team on a permanent basis.
The Customer Service team is a small dedicated team and require someone who is confident in dealing with customers by providing a professional service at all times.
To respond to incoming & outbound customer communications that are of a varying & complex nature across their whole product & service range
performance criteria based on 4 elements - quality (including experience & compliance); task time performance; Value added (including customer engagement) & customer satisfaction
first contact resolution for all customer contact (telephone, email, webchat, social media, forum & callback)
resolve expressions of dissatisfaction & complaints on first contact, escalating to Complaints Resolution Team when necessary
maintain daily statistics
On a monthly basis identify top 5 customer contact trends and eliminate non value contact
Reduce the need to escalate queries by taking ownership of your own personal action plan
Undertake any social media interactions including but not limited to trustpilot, forum, twitter & facebook
Learn & implement changes from customer satisfaction feedback
Assist in any projects or business initiatives as necessary
Undertake on core Administration tasks (in line with task time performance measures)
undertake on customer service testing to enhance your handling of
Assist colleagues by taking over complex customer communications
assist in cross training of new starters
Actively promote their services in line with any proactive customer engagement policies or campaigns
Attend & engage daily fit to fly sessions focusing on specific team performance areas
A minimum 5 GCSE's, including Maths and English at Grade C or above
1-2 years experience within a Customer Service environment
Experience working in a fast pased environment
Experience within a financial environment would be beneficial, but not essential.
On applying for this role please can you let us know your current salary and also your salary expectations
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