QUALIFICATIONS, EXPERIENCE & SKILLS

Tertiary Education in a related field advantageous
Minimum of 5 years experience in a similar role
UK Customer Call Center experience essential
Evidence of sufficient experience to demonstrate ability
Strong values in customer service
Good initiative and judgement skills
Team player
Customer Focus: excelling at customer service & able to build rapport
Familiar with Data Protection Act
Communication skills: both verbal and written including excellent telephone manner
Ability to work in a hybrid environment

KEY WORK OUTPUTS and ACCOUNTABILITY

Customer Service Complaint Handling Web & Chat Outbound Customer Feedback (Support)Performance Indicators
Call Monitoring Scores
Telephony Performance
Volume of inbound calls handled
Volume of outbound calls
Average duration of calls
Accuracy of log updates
Complaints
Customer Satisfaction
Average speed to completion
Call Monitoring Scores
Speed of response to emails
Email Response Accuracy
Chat quality and responses
Obtain scores for service provide and detailed feedback

Source ⇲