Customer Service Agent
4 weeks ago
**KEY RESPONSIBILITIES**
- Making out-bound and handling in-bound customer services calls for our Gas and Electricity Utilities company BES in the UK.
- Ensuring that all customer enquiries and complaints are handled effectively, and resolutions implemented are in-line with company guidelines.
- Resolve supply or service problems by clarifying the customers situation or complaint, expediting correction or adjustment and following up to ensure 100% resolution.
- Embrace, deliver and maintain culture of 1st call resolution and problem solving across the Contact Centre.
- Provide BES customers with accurate and compliant information in-line with our Regulatory requirements.
- Ensure CRM and all systems are an accurate reflection of the calls and agreed actions supplied to our customers.
- Work with Customer Services Manager to ensure Gold Plated Service is delivered every time.
**KEY REQUIREMENTS**
- Minimum 1 year customer care experience with a demonstrable record of over-achieving customer service expectations.
- Excellent oral and written communication skills with strong contact handling skills and active listening and processing of information.
- Professional and established telephone manner with a strong command of English language.
- Customer orientation and the ability to adapt and respond to different customer situations and types.
- The ability to active listen to customer queries/ complaints and progress and resolve as required.
Ability to commute/relocate:
- Bellville, Western Cape: Reliably commute or planning to relocate before starting work (preferred)
**Experience**:
- Customer service: 1 year (required)
- Call Centre: 1 year (required)
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