Customer Service Agent
Description✓Customer Service Agent
✓£15 per hour
✓Location: Hackney
✓Akton Resourcing are currently working with a local authority to recruit a Customer Service Agent to join a housing department on a 3-month contract
✓The role holder will be responsible for providing a first-class professional customer service to residents and customers, acting as a first point of contact through effectively interacting with customers and delivering information in answer to customer enquiries
✓The Housing Service operates two contact centres, the successful candidate will be allocated to either the Neighbourhood Contact Centre which handles calls for Tenancy and Leasehold Services or the Repairs Contact Centre.
✓Main Responsibilities:
✓* Answer telephone enquiries from customers in a professional manner that effectively addresses the concern raised.
✓* Research required information using accessible resource.
✓* Meet with corporate targets for first call resolution and other key metrics.
✓* To provide a high-quality response to enquiries in accordance with internal quality thresholds as laid out in the balanced scorecard.
✓* Provide customers with relevant information to resolve their enquiry.
✓* Taking credit/debit payments from customers.
✓* Process forms, raise orders and applications by customers.
✓* Route inbound calls to appropriate sections.
✓* Complete call logs and other ICT systems as directed.
✓* Make recommendations in relation to appropriate courses of action to prevent a repeat occurrence of particular types of enquiries.
✓* Utilise relevant persuasive and reflective listening techniques to guide the customer to an appropriate outcome.
✓* Educate and signpost customers about other services and initiatives that might be available.
✓* Utilise multiple customer service systems and databases to interrogate information.
✓* Negotiate financial agreements with customers in order to meet organisational objectives e.g., repayment arrangement for rechargeable repairs or rent arrears.
✓* Promote and market organisational campaigns e.g., channel shift to alternative channels such as online.
✓* Provide effective customer service troubleshooting.
✓* Undertake customer verifications.
✓* Make recommendations and suggestions to management of service improvements that could be undertaken.
✓Qualifications and Knowledge:
✓* Experience of dealing with customer enquiries.
✓* Experience of working in a customer service environment.
✓* Experience of teamwork within a busy office environment.
✓* Knowledge of principles behind delivering an excellent customer service.
✓Skills and Abilities:
✓* Strong customer service skills.
✓* Excellent interpersonal skills.
✓* Strong verbal and written communication skills.
✓* IT skills [word and excel].
✓* Ability to plan and organise own workload.
✓* Ability to work flexibly and under pressure when dealing with difficult customers.
✓Start Date: ASAP Show more →
✓£15 per hour
✓Location: Hackney
✓Akton Resourcing are currently working with a local authority to recruit a Customer Service Agent to join a housing department on a 3-month contract
✓The role holder will be responsible for providing a first-class professional customer service to residents and customers, acting as a first point of contact through effectively interacting with customers and delivering information in answer to customer enquiries
✓The Housing Service operates two contact centres, the successful candidate will be allocated to either the Neighbourhood Contact Centre which handles calls for Tenancy and Leasehold Services or the Repairs Contact Centre.
✓Main Responsibilities:
✓* Answer telephone enquiries from customers in a professional manner that effectively addresses the concern raised.
✓* Research required information using accessible resource.
✓* Meet with corporate targets for first call resolution and other key metrics.
✓* To provide a high-quality response to enquiries in accordance with internal quality thresholds as laid out in the balanced scorecard.
✓* Provide customers with relevant information to resolve their enquiry.
✓* Taking credit/debit payments from customers.
✓* Process forms, raise orders and applications by customers.
✓* Route inbound calls to appropriate sections.
✓* Complete call logs and other ICT systems as directed.
✓* Make recommendations in relation to appropriate courses of action to prevent a repeat occurrence of particular types of enquiries.
✓* Utilise relevant persuasive and reflective listening techniques to guide the customer to an appropriate outcome.
✓* Educate and signpost customers about other services and initiatives that might be available.
✓* Utilise multiple customer service systems and databases to interrogate information.
✓* Negotiate financial agreements with customers in order to meet organisational objectives e.g., repayment arrangement for rechargeable repairs or rent arrears.
✓* Promote and market organisational campaigns e.g., channel shift to alternative channels such as online.
✓* Provide effective customer service troubleshooting.
✓* Undertake customer verifications.
✓* Make recommendations and suggestions to management of service improvements that could be undertaken.
✓Qualifications and Knowledge:
✓* Experience of dealing with customer enquiries.
✓* Experience of working in a customer service environment.
✓* Experience of teamwork within a busy office environment.
✓* Knowledge of principles behind delivering an excellent customer service.
✓Skills and Abilities:
✓* Strong customer service skills.
✓* Excellent interpersonal skills.
✓* Strong verbal and written communication skills.
✓* IT skills [word and excel].
✓* Ability to plan and organise own workload.
✓* Ability to work flexibly and under pressure when dealing with difficult customers.
✓Start Date: ASAP Show more →