SCG Midlands
Part Time Customer Experience Agent
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Location: Quinton, Birmingham
Salary: £28,000 – £30,000 (pro rata)
Hours: 25 hours per week, Monday – Friday 8.30am-1.30pm
Customer Experience Agent (CEA’s) are the first point of contact for our customers. You will triage and support customers with enquiries such as invoice queries, contract enquiries, customer retention and ensuring customer data is correct and up to date. This is a diverse and challenging role where attention to detail, coupled with an overriding passion for providing customers with exceptional service, is key.
Responsibilities
- To ensure we are regularly communicating with clients while exceeding their expectations.
- Maintaining a process driven work environment.
- Manage a variety of queries from start to completion including Billing and service-related matters.
- Ensure all MI is updated.
- Identify own training requirements.
- Understanding and resolving issues within SLA.
- Accurately triaging all tickets and passing to relevant support team for those not resolved by Customer Services & Support.
- Monitor to define patterns and work to lessen recurrence.
- Liaising with other surrounding support teams on billing and contract queries.
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Skills And Experience Required
- Passionate about the Customer Experience and delivering excellent service.
- Strong customer experience skills.
- An ability to multi-task and prioritise with the ability to stay calm under pressure and think creatively.
- A positive, solutions focused mindset coupled with a can-do attitude to always deliver for our customers and ensure every engagement with us is managed promptly in a positive manner where the customer feels valued.
- The ability to adapt and negotiate/mediate.
- Decision making skills.
- Resilient, with the ability to stay calm under pressure to allow them to make the most informed decision with each customer engagement.
- Interest in Technology and Innovation.
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Benefits
- 21 days holiday – increasing to 22 days after 3 years and to 25 days after 5 years.
- Extra day off for your birthday.
- Buy holiday scheme.
- Employee Assistance Programme.
- Free onsite parking.
- Enhanced company sick pay.
- Discounted retail vouchers.
- Reduced gym membership.
- Annual salary review.
- SCG mobile benefit.
- Employee referral bonus.
SCG is proud to be an equal opportunities employer.
We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.
We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
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