Client Care Agent
Pertemps Bond
Sutton Coldfield,West Midlands,UK
14h ago

An exciting opportunity to work for a well established and successful business with an easy commute from Lichfield , Tamworth, Sutton Coldfield and Birmingham,- working from home initially with remote training and equipment provided.

Purpose

To contact the clients to facilitate feedback regarding levels of service experienced throughout their journey.

The Client Care Agent will contact a pre determined list of clients by telephone to discuss their experiences regarding goods and services provide.

This will include noting positive and negative feedback and taking the appropriate action to reflect the feedback.

Taking full responsibility to escalate any complaints

The Client Care Agent will also maintain accurate records of progress and work to SLAs set by the Branch Development Operations Manager.

All activities to be carried out in a manner consistent with our clients core values and ensuring that the ISO procedures are being followed.

Key Performance Dimensions

Job performance will be measured on the following dimensions :

  • Achievement of defined Client Care telephony metrics;
  • Ability to achieve objectives in a manner that is consistent with values and service ethos;
  • On time and to specification completion of tasks that arise on an ad-hoc basis;
  • Accountabilities

    Ensuring that all calling opportunity is managed to completion on a daily basis and reported to management efficiently, effectively and on time.

  • Understanding issues and opportunities within the Client Care framework which may require more than an ad-hoc solution and report these to the Branch Development Operations Manager.
  • Maintaining an accurate log of all significant contact with clients for reference and analysis
  • Performing all tasks in line with the Quality Management System, QMS.
  • Profile

  • Excellent communication skills
  • Excellent telephone skills, including the use of techniques such as questioning skills and paraphrasing to ensure effective communication.
  • Excellent planning, organisation and time management skills.
  • Ability to identify issues and queries in a timely and effective manner and escalate issues to be dealt with.
  • Excellent PC skills, especially : Excel, Access, and Outlook.
  • The ability to liaise at a cross-functional level within an organisation.
  • Role Competencies

  • Be resilient and persistent in managing daily call volume to perform tasks and achieve goals.
  • Show a genuine interest in people. Be open-minded, approachable and willing to develop meaningful communication.
  • Recognise the effect of behaviour on others, and show understanding of other people’s positions and responsibilities.
  • Show concern for the values, represent these values and encourage others to do the same.
  • Be courteous, accessible and be amenable to requests outside of the normal working day.
  • Self motivated enthusiasm for the job.
  • Be the public face of our client and have first class presentation at all time.
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