CCA Recruitment Group
Customer Service Representative
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Customer Service Representative
Location: Glasgow (hybrid 2 days office/3 days home after successfully completing training period – 8 weeks)
Contract: Permanent, Full Time (35 hours per week)
Salary: £24,945.00 (salary increases after probationary period of 4 months + again after 1 year service to £26,724) + great benefits
Shift patterns between 8am - 6pm Monday to Friday
About the Role
This is an exciting opportunity for an experienced Contact Centre Advisor to join my Glasgow based client.
- Do you have experience working in a contact centre team who speak to existing customers?
- Are you organised and can work to deadlines?
- Are you naturally inquisitive and enjoy investigating?
Role Responsibilities
- Manage Customer expectations and develop relationships with key stakeholders
- Talking to customers about their contract and getting an understanding of next steps
- Manage and coordinate customer interaction, in line with agreed processes and SLAs.
- Effectively manage the customer experience to ensure that issues are resolved efficiently.
- Promote the brand at all times by providing a customer centric experience.
- Escalate complex issues and queries to Manager.
- Liaise with and act as a central point of contact for customers and internal teams to achieve departmental KPIs and SLAs.
- Maintain the consistency and accuracy of all data input into department databases.
- Build knowledge of customers.
- Prepare and produce management information as required.
- Continually look for ways of improving agreed departmental KPIs to enhance the customer experience.
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Key Skills and Experience
- Previous experience of using company systems
- Previous experience of working with customer facing teams or in a customer services environment
- Demonstrable specialised knowledge/skills in a customer contact area
- Ability to plan and prioritise multiple activities
- Is aware of the commercial impact of own decisions/actions
- Good problem-solving skills with experience of resolving complex problems
- Experience in customer services excellence, with a clear focus on providing excellent customer service to clients and stakeholders
- Experience in working collaboratively with internal and external teams
Benefits
- 4 x Salary Life Insurance
- Pension Scheme up to 8% employer contribution
- 33 days holiday which includes bank holidays
- Day off for birthday
- 24/7 GP Access
- BUPA Private healthcare for the employee and their immediate family
- BUPA Wellbeing Cash Plan
- Voluntary Dental Plans
- Cycle to work scheme
- Rental Deposit Loan Scheme
- Tea, coffee and fruit in the office
- Modern working environment with flexible working arrangements
- Events, summer barbeques, Christmas parties, regular pizza lunches etc
- Reward Gateway discount scheme
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Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.
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