Job Details  
Advertiser: Regus

 
Job Title: Customer Service Agent
Location:Camberley, UK
Rate:£17K to £18K Per Year
Description: Customer Service Agent.

Job role: Customer Service Agent (CSA)
Reporting to: Regional Head of Customer Service

Vision
To lead the flexible workplace revolution. Work no longer happens just in fixed offices – it happens everywhere, but that doesn’t mean a place is no longer important for work to happen, far from it.
The key to successful flexible working is having a convenient, high quality place to work, when you need it, where you need it. So to help our customers be even more successful, we provide them with an ever expanding range of convenient places to work, wherever they happen to be.

Purpose
The Customer Service Agent (CSA) plays a key role in assuring the customer service delivery to our customers. The CSA provides telephone support to our customers on a proactive basis through outbound calls and incoming queries.

Scope
Scale Key relationships
• Supporting centres in a specified country (or countries) • Existing customers
• Field teams (AD, AM & CM)
• Line manager
• Country management teams

Key areas of responsibility

Proactive outbound courtesy calls
• The purpose of these calls is to engage our customer’s senior decision maker in a meaningful discussion on the services they are receiving. By verifying services are being delivered to their satisfaction, value is added to the relationship. Call outcomes will be logged using internal systems with any issues followed up in partnership with the field team to ensure resolution.

Reactive inbound call handling
• It is envisioned that the role will evolve over time to include supporting other central and local teams by taking incoming calls and emails from customers with a pre-existing concern who may be looking for additional support. Calls will be logged in internal systems to ensure the customer receives support from the most appropriate team.

Other essential duties
• Overall management of Customer Service Ticketing System (CSTS), ensuring that all tickets are handled within established SLAs
• Act as main point of contact for all corporate account service issues and customer complaints in general
• Use knowledge of Regus operating procedures to make sound business decisions regarding issue resolution
• Work with regional/area management and customer to create win-win resolution proposals
• Manage daily, weekly, and monthly Customer Service reporting as assigned.
• Manage customer satisfaction survey tasks, responses, and results for the region.
• Perform other duties and projects as assigned.

Selling services
• Inbound/outbound customer service calls are purely for the purpose of providing great customer service. Opportunities to support the customer with enhanced or additional services are passed to the sales team for further follow up.

Skills and experience
• Strong Customer Service skills, including the ability to remain flexible and calm in high pressure or continually changing situations
• Ability to communicate effectively and professionally in both local language and English (written and oral)
• Solid organisational skills, including the ability to prioritise and multi task in a demanding environment
• Working knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook.
• Professional communication skills; high success rate in building and maintaining relationships

Competencies
• Shows care: Is committed to creating strong working relationships with customers and colleagues, acts with integrity and strives to act in the best interests of the organisation and team.
• Anticipates customer needs: Understands that customer satisfaction is key to business success and is committed to providing an excellent customer experience at all times
• Embraces change: Understands the dynamic nature of the organisation and is committed to adapting to changing priorities
• Takes ownership: Accepts accountability, uses own initiative and works proactively
• Good communicator: Demonstrates good two-way communication skills
• Commercial awareness: Understands the impact of financial performance on business results and how own actions impact the broader commercial environment

Desirable
• Previous experience in a telephone support capacity
• Team builder. Recognises the importance of the team.
• Organisational awareness. Takes a wider view of the company and business strategy

To apply for this position, please use the following URL:

https://ars2.equest.com/?response_id=5068a57a492a3bbb7b76a83c43469ca3
Skills Required: Customer Service
Job Type: Permanent
Start Date: 7/28/2017
Contact: NA Contact E-mail: Click
Contact Tel: 555-555-5555 Contact Fax:
Reference: 14622BR Added: 29-07-2017
  IMPORTANT: For jobs based in the UK it is unlawful to employ a person who does not have permission to live and work in the UK. Please ensure you have this permission before applying, unless the advert states otherwise.
 
 
 
 
 
 
 
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