Main Navigation:

Customer Services Representative

Level Staff
Department Client Services
Reports to Account Executive
Full Time Hours 40 hours per week


Job Purpose

To deliver class leading customer service and assistance in the day to day running of nominated accounts

Key Responsibilities

  • Answering the telephone and dealing with customers, processing orders, resolving queries and the provision of general advice as applicable
  • Processing orders and queries received via the post and website
  • To be proactive as part of the team and to support the team in order that business objectives are achieved
  • General administrative duties as detailed by your Team Leader, to include, word processing, filing, archiving, opening and distributing mail
  • Work as part of a team supporting Capita Fulfilment Services Core Values in order to achieve company objectives
  • Help and support work colleagues in your own team and across the business
  • Basic health and safety in an office environment
  • Any other duty as detailed by the Account Manager/Team Leader

Key Performance Indicators

  • Daily tasks completed – 100%
  • Punctuality – 100%
  • Call volumes – 100%
  • Call Duration – 100%
  • Call Quality – 100%
  • Client complaint log completed – 100%
  • Customer complaint log completed – 100%
  • Carry out planned training – 100%
  • Accuracy – 100%

***KPI’s taken directly from Client Services Performance Review Documentation. KPI section requires revision in line with productivity & quality measurement developments.

Key Competencies

  • Use customer care and communication skills to establish positive relationships
  • Add value to every customer contact
  • Care for the needs of every customer
  • Use techniques to become the customer's advocate
  • Provide appropriate product and service information
  • Solve problems, reduce conflict and exceed client expectations
  • Use a world-class telephone voice, etiquette, and call handling skills to manage calls and achieve maximum efficiency
  • Build and maintain loyalty through exceptional communication and customer servicing skills

Technical Competencies

  • Essential: Adequate keyboard skills
  • Essential: Previous customer service experience
  • Essential: Proven ability to respond to customer needs
  • Essential: Numerate
  • Desirable: Basic computer knowledge.

Training

  • Full 3EX training
  • Excel & Word
  • Call Handling Soft Skills