Customer Service Agent - Operation Support Temporary

Customer Service Agent - Operation Support

Our client, a leading Energy company based in Coventry are currently looking for experienced customer service agents to join their growing Operation Support team. This team are responsible for overseeing installation services (such as cavity wall insulation) being implemented in a customers property. You will be responsible for supporting residential customers throughout this process, being the main contact for customers, resolving their queries and ensuring an excellent customer journey.

Location: Westwood Business Park, Coventry, CV4 8LG

Pay: £10.22 per hour with the opportunity to increase

Hours: Monday - Friday between 8am and 6pm, Saturday between 8am and 4pm

Contract: Ongoing

Main Responsibilities:

• Taking inbound calls from customers regarding boiler installations, Loft and cavity insulation queries
• Qualifying leads for installations and inputting details into the system
• Responsible for dealing with customer complaints as per the complaint process and to the agreed timeframe, ensuring they are logged, processed
• Taking part in the late work pattern rota to ensure telephone cover during peak periods
• Contacting customers to take payments and to ensure that the customer is happy with their quotes, and any queries are answered in a timely manner
• Understand what paperwork is needed and ensuring it is completed and filed away correctly
• Supporting the field in any queries they may have in ensuring that all of jobs that they install can be progressed compliantly

Key Skills Required:

• Good level of experience in an admin/customer supporting role
• Experience of resolving customer queries preventing escalation into a complaint
• Prioritisation and organisation skills (able to successfully handle multiple tasks at the same time and to prioritise)
• Ability to work under time pressure
• Communication skills with positive attitude, accountability and ownership
• Ability to work with new IT skills
• Good relationship skills to work with remote teams
• Able to exceed the relevant KPI's (Key Performance indicators) and work to tight SLA's (service level agreements) and targets
• Keen eye for detail
• Proven track record of delivering excellent service to customers and stakeholders at all times
• A strong team player with an excellent attitude and professional character

This role is office based, not a 'work from home' position.

If this sounds like the perfect role for you, please apply today!!!!