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Customer Service Agent

Job Title: Customer Service Agent
Contract Type: Permanent
Location: Birmingham
Start Date: ASAP
Reference: SS26398
Job Published: October 02, 2018 08:52

Job Description

Reference numberSS26398RegionUKLocationWest MidlandsSub locationBirmingham InternationalFunctionCustomer ServiceEmployment typeFull TimeHourly Rate BandsN/ASalaried/Hourly-PaidSalaried
The role of Customer Service Agent, based at the National Service Centre, based in Birmingham by Birmingham Airport, is to provide exceptional, high quality customer services via a range of access channels, including email and telephony. All agents are multi skilled providing a range of services, acting as the first point of contact for all enquiries.

Customer Service Agents will make use of appropriate systems to record and collate all information relating to the query, monitoring and escalating incidents where required to ensure a full resolution for customer. Providing customers with feedback and gaining their level of satisfaction is key element of the role.

The successful candidate for the position of Customer Service Request Agent will be customer focussed, flexible and adaptable, recognising the importance of innovation and continuous improvement.

The National Service Centre operates 24 hours, 7 days per week. For this vacancy the National Service Centre will offer a range of flexible working opportunities during the hours of 7am-7pm Monday to Friday.

To resolve queries and complaints, by applying a first call resolution plan to each call.
To create accurate data records containing all relevant information to enable requests to be resolved to time and standard required.
To enhance the customers’ perception of the Interserve brand by exceeding their expectations and delivering solutions in a customer focused and timely manner.
To achieve call handling targets and standards at all times, providing a professional and knowledgeable approach on all calls aiming to exceed customer expectations and contribute to delivery of the contract.
To accurately record all information necessary to resolve reported service requests, incidents and complaints, including accurate classification to enable trend analysis.
To monitor, action and escalate incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
To develop and maintain a good understanding of the core MAXIMO application, the facilities management services provided to customers, and all relevant process and procedures.
To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining record of own development and call observations.
To handle and actively resolve any customer issues according to the Customer Complaint process.
To be prepared to work on any NSC contracts, projects and initiatives at short notice to support the changing needs of the business.
Be aware of the business continuity plan for the part of the business you work in.
Ensures that communication (spoken and written) is actuate and informative.
Ensures that implications of any recommendations are clearly communicated and understood.
Understands the customers underlying issues and takes positive action to resolve.
Uses knowledge and experience and takes actions beyond normal expectation when required.
Effectively communicates to strengthen Interserve’s relationship with the customer.
Keeps other team members informed and shares knowledge and expertise.
Displays a positive attitude to challenges that the team face.
Actively offer support to team members.
Actively participates and has a positive attitude in team meetings, always supplying a suggested solution when raising an issue / problem.
Identifies ways to make improvements for the team.
Responds positively to and acts on customer feedback.
Shares experience and seeks advice from team about customer issues.
Challenges the business to ensure that customer related issues and problems take priority.
Able to resolve difficult and complex customer issues and complaints.
Challenges the business to ensure that customer related issues and problems take priority.
Listens to and talks to others to break down barriers and finds ways to resolve conflict.
Experience within a customer service call centre environment preferred Inbound and outbound call handing preferred, including working to targets.
Computer literate, particularly in MS Office and/or service request software Knowledge of FM and associated software packages an advantage.
Strong communication skills.
Ability to listen attentively, identifying important information and capture that data accurately.
Problem solving and flexibility.
Reporting to their specified supervisor, the role holder should develop positive relationships with all customers and colleagues.
To contribute to building an effective and cohesive team by taking ownership for own performance, maintaining a positive attitude at all times, meeting attendance requirements and being flexible to meet business requirements as the need arises.
We are looking for someone who remains calm under pressure, commands respect, has the confidence of their colleagues and can communicate effectively at all levels.
Continuously pursue high standards, embrace change, recognise improvement opportunities and learn from experience.
Interserve’s vision is to redefine the future for people and places. We are one of the world's foremost support services and construction companies, operating in the public and private sectors in the UK and internationally. We offer advice, design, construction, equipment, facilities management and front-line public services. Interserve is based in the UK and is listed in the FTSE 250 index. We have gross revenue of £3.6 billion and a workforce of over 80,000 people worldwide. We are committed to equal opportunities for all.