Customer Services Executive - Call Centre - Fabulous Benefits

Masson Appointments Ltd
Crawley, West Sussex
17 Oct 2016
21 Oct 2016
Education, Support
Contract Type
This is a fantastic opportunity, working for an award winning organisation based in Crawley. The company really look after their staff and there are lots of development opportunities, for candidates wanting to progress and work their way up within the company. Plus the benefits package on offer is amazing Your role will be to deliver excellent customer service and technical support, tailored to the needs of the customer. Building and maintaining customers' trust and confidence to maximise customer, advisor and third party satisfaction and retention. The ideal candidate will thrive in providing superior customer care within a call centre environment. You will be contributing to the achievement of the department's overall objectives and apply the Treating Customers Fairly (TCF) culture and principles within your own job role. Key Responsibilities: Manage all customer activities across a range of products and processes including the sign up of new business, chasing missing requirements, account maintenance and contributions as well as all customer and advisor contact, to ensure exceptional levels of service are delivered continually.Take ownership of managing relationships with customers, Business Partners, IFA's and Strategic Partners including third party providers, to address/resolve service and technology enquiries/issues at first point of contact.Identify and analyse customer problems/complaints, completing investigations and root cause analysis ensuring that all reactive or preventative work is carried out so that the customer does not suffer as a result.Support and promote the product, by proactively developing good working relationships with Customers, Strategic Business Partners and all Advisors including the registration of new customers.Support opportunities to retain business, by understanding fully what a customer is asking for and provide a tailored response. Ensure the customer fully understands the consequences behind their request, and offer alternative options for them to consider, where appropriate, to help them make the right decision.Provide coaching and technical support to colleagues, using and sharing product, process and system knowledge, to improve knowledge and skills in area so that the customer receives accurate information first time and in a compliant manner. Interviews are being held on Tuesday 27 September, so please contact us now