Customer Service Representative

Our leading clients are looking to appoint Customer Servivce Representatives. This is an exciting role with realsitic career potential. The position is based in Coventry and shift work is available.

JOB PURPOSE
Responsible for responding to calls (via telephone, IVR or textphone.) This will also involve processing payments by credit and debit card for licence sales and PCN payments providing clear and concise responses to customer enquiries. The CSR will also be expected to promote prevention of fraud by completing internal checks and contracts.

KEY RESPONSIBILITIES
* Maintain customer service standards by answering calls promptly, remaining courteous and professional at all times.

* Listen attentively to customer requirements, asking pertinent questions to establish facts in order to gain a full understanding of the customer need.
* To provide clear and concise responses to all customer enquiries/complaints and to ensure all information is entered accurately onto computer records
* Refer unresolved queries for further action as necessary
* Promote prevention of fraud by completing internal checks and controls
* Ability to follow call scripts and respond empathetically to customers.
* To escalate any problems to Call Centre Team Leader in first instance
* To contribute to overall achievements of required Service Level by maintaining agreed personal targets
* To remain focussed on business requirements.

GENERAL RESPONSIBILITIES
* To escalate any problems to Duty Manager in the first instance
* To contribute to overall achievements of required Service Level by maintaining agreed targets on both a personal and operational basis
* Assist other business functions as appropriate
* To adhere to the company Security Policy and escalate any breaches accordingly
* To take responsibility for Health & Safety in the workplace, identifying and escalating any risks immediately
* To abide by all Capita Security Policies and Procedures as advised. In addition, adherence to and acceptance of all Security Policies and Procedures appropriate to Capita Congestion Charging is to be accepted and followed at all times. At no time to time attempt to gain access to any part of the CCS systems unless otherwise authorised by the CCS IT Change Procedure via your line manager.
* To abide by all Building and Visitor Access Procedures appropriate to all sites associated with the Capita Congestion Charging Scheme.



KEY SKILLS
* Good communication skills
* Clear speaking voice
* Keyboard skills
* Ability to work under own initiative within a team based environment
* Ability to work under pressure

KEY ATTRIBUTES
* Self motivated
* Committed and Responsible Nature
* Good typing speed


ADDITIONAL REQUIREMENTS
Educated to GCSE standard or equivalent with strong communication skills. Whilst previous telephone experience is not essential, experience of working in a Customer Service environment is preferred.

Contact Jo today on XXXXXXXXXX
or email: XXXXX@XXXXX.XXX