Customer Service Representative job in Purfleet at Carpetright Plc

Customer Service Representative

Company: Carpetright Plc

Location: Purfleet UK

Date Posted:Mar 08, 2018

Job Summary The purpose of this role is to manage inbound customer contact (primarily telephone and email)  to ensure that all simple customer complaints are administered and resolved, delivering fair customer outcomes in accordance with regulatory requirements and company standards. Promoting a service focused environment, acting as the voice of the customer Main Responsibilities: Liaising with internal and external customers to ensure that the service proposition is achieved and customer relations are continually enhanced. Handling inbound and outbound customer contact within all specified SLA timescales, meeting all key performance indicators. Taking responsibility for delivery of accurate and timely customer focused solutions. Ensuring that any complex complaints are identified and passed quickly to a Customer Service Consultant, to ensure a speedy and efficient resolution. Actioning general complaint queries. Compiling and maintaining the necessary records, providing a clear and concise audit trail. Working within and helping to maintain a customer focused team environment which is continually improving and striving to identify process improvements to deliver service excellence. Assisting the wider Customer Service Team when required by taking on tasks to assist other members of the team with key activities to manage workloads. Ensuring you protect our customers, business, employees and shareholders by consistently demonstrating competence to meet the key performance indicators for this role (e.g. Data Protection, Money Laundering) and regulatory measures (e.g. Fraud, Data security, Compliance, TCF).  Complying with all company policies and procedures. Carrying out any other duties as reasonably required by the management.     Candidates will be effective at: Identifying complex complaint cases. Understanding own and other’s responsibilities within the department. Supporting colleagues by offering unsolicited help. Ensuring proper records are maintained. Working within internal standards and the external regulatory and legislative framework. Acting with integrity and protecting any business sensitive information. View full job description
JobCentre Plus 5 months ago
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