JOB DESCRIPTION FOR CUSTOMER SERVICE OFFICER
PURPOSE OF THE JOB
To provide and promote a professional, high quality, front line customer focused telephone service to all callers. The post holder will be responsible for dealing with all customer enquiries in relation to our services, focusing primarily on customer queries and completing the raised enquiry orders from the customers by delivering a service to meet the individual needs of all customers and clients.
DUTIES AND RESPONSIBILITIES
To take responsibility for being the first point of contact for all callers to the customer service department and ensuring that a high quality of service is delivered at all times.
To ensure that all calls to the customer service are dealt with promptly in line with agreed standards and obligations.
To have full knowledge of all products, services of the organization and ability to access all services, to meet the individual needs of our customers.
To establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the customer service performance standards and the business objectives.
Liaise with colleagues in local offices, contractors and other partner agencies as appropriate to resolve enquiries.
To ensure that customers are advised and queries are resolved of alternative communication methods including voicemail,fax and email facilities.
To coordinate with different departments of head office and other branches of the organization to know about the input, information, stock and deliveries.
To follow current procedures when transferring a call to another member of staff or for specialist advice.
Ensuring that team members are kept up to date with any information of products or of clients received following attendance at meetings whilst representing the customer service department.
To take ownership and responsibility for all enquiries presented to the customer service department, identify customer needs, and utilizing appropriate questioning and listening skills to identify and offer appropriate solutions.
To ensure that all computerized systems are used effectively to help process customer enquiries and accurately maintaining all records in a time critical situation.
Deal with all calls received within the customer service department in line with current service level agreements, policies and procedures.
Carry out all administrative tasks relating to the customer service department and any necessary follow-up work in relation to incoming calls, fax or emails.
To complete and maintain customer satisfaction level in all activities in line with team objectives.
To maintain a comprehensive knowledge of group departments, services, policies and procedures in relation to the role.
To have an understanding of the key business priorities and performance indicators of all and significant clients throughout.
To identify ways in which the team can further improve performance and service delivery to customers.
To ensure a clear knowledge and understanding of team objectives and priorities and how the individual role will contribute to the achievements.
To provide support and assistance to colleagues within the team through training, coaching and adopting good team ethics.