Customer Service Agent - Reed : Job Details

Are you an experienced Customer Service Agent looking to join a friendly and supportive team? We’re seeking a Customer Service Agent to join our client in their welcoming office in Stratford on an initial 3-month contract!

Responsible for first line and follow-up customer contacts by telephone and email. Responding politely and efficiently to complaints and other enquiries. Handling both internal and external customer concerns and resolving issues raised if possible as a one stop shop. Where appropriate capture, scan, log and record contact details and feedback enabling improvement in service across TfL.

• Provide accurate and relevant information promptly in a warm friendly and personable tone and treat each customer as an individual with the objective of exceeding each customer’s expectations.
• Deal with public comments effectively and give only disclosable information.
• Answer all queries as quickly as possible ensuring that the reply is accurate, the tone is friendly, and that the customer’s query is fully answered.
• Recognise and use opportunities to promote other services.
• Adhere to all TfL and policies and guidelines.
• Logging and coding/categorising each customer contact item.
• Any other Contact Centre related activity when deemed necessary by business demand, and in the provision of ongoing support for the Contact Centre

Skills:

• Good knowledge of fares and ticketing, current issues, policies and problems. Skills
• Ability to deal with people in a polite, helpful and constructive way is essential.
• Ability to write clear, concise and customer focussed letters and emails.
• Well organised to cope with a heavy workload and an ability to manage own time to meet challenging deadlines.
• Excellent written and verbal communication skills are essential.
• Detail consciousness.
• Customer focussed with ability to take ownership of issues and follow through to a conclusion, to be able to decide what course of action to take with a customer enquiry/complaint.
• Proven ability to build strong working relationships with colleagues.
• Computer and Internet literacy.
• Provide relief support to all areas of the Contact Centre as required.

Experience:

• Previous work experience within a busy customer services department, would be advantageous.
• Experience of simultaneously using the telephone and pc based applications.

Key Information:

• Rate: £14.64 per hour
• Location: Stratford, London (fully officed based)
• Start Date: ASAP
• Hours: Full Time, Monday - Friday, 35 hours a week
• Contract Duration: 3 months (view to extend)

If you are interested, APPLY NOW!