Role:

This part-time temporary role will be 19 hours per week over 3 days (Wed-Fri), shifts will vary on a weekly basis between the office hours of 8.00am-6.00pm, and will be given a week or more in advance.

Plus, one Saturday a month which will be paid as overtime and will be work from home once fully trained.

Once you have been trained, there will be the opportunity to work one day a week from home should you choose to do so.

Our Customer Service Representative role will be responsible for:

Managing our high volume of direct customer contacts into Customer Service in line with core service standards to effectively handle calls and emails to achieve first contact resolution
Identifying issues and priorities and to work across the business to find the most customer focused, cost effective and timely resolution
Assessing inbound customer email enquiries to deliver first contact resolution
Effective customer issue resolution to deliver world class customer service
Ensuring the correct capture and correct coding of all inbound contacts via internal CRM system
Capturing all contacts into the CC regardless of method of contact
Complaints Management: The CSR will own, resolve and review all inbound contacts
Handling social media enquiries through FB and twitter within agreed SLA’s – using the appropriate tone of voice to match the situation
Handling all post into the CC and processing and logging accordingly
Sending internal compliment letters to the recipients
Assessment and discussions of complaint trends within CC – communicating and escalating where appropriate
Working cross functionally across interfacing teams and stakeholders to fully align and engage on areas to drive service improvement
Being a Customer Service Champion and be the subject matter expert to drive understanding and improve ways of working across the team