Customer Service Agent

Our client is seeking excellent Customer Service Agents based in Crawley. You will be the first point of contact for receiving and dealing with a variety of calls, ranging from enquiries from the public, servicing of equipment to faults/breakdowns. It is vital that you can remain calm and patient under pressure, are able to demonstrate excellent customer service skills and have the ability to build rapport quickly and ensure that accurate information is both recorded and delivered.

Customer service general responsibilities

Ability to communicate in a range of diverse areas such as confused, language needs, and hearing disorders.
Answering all telephone calls/e-mails on time
Resolving or escalating all problems from patients promptly
Dealing with all queries appropriately
Take replenishment orders from / for patients
Liaise with supervisor / manager regarding outstanding issues
Equipment problem solving
Making follow-calls to all installation sites two weeks following initial installation and that the records of the due date for the follow up call and actual follow up call are retained
Weekly and monthly reporting and interaction with electricity suppliers
Nightly data re-fresh comparison and variance resolution
The Customer service Back-office team will be responsible for the logging and progression of customer complaints.

Required Skills, Qualifications and Experience

Attention to detail and high level of accuracy
Effective written and verbal communications skills
Ability to manage and prioritise work
Good time management and organisation skills
Conversant with the use of server/desktop applications and operating systems
Dealing with telephone enquiries to provide a high standard of customer service.

Two positions are available for the shift pattern every Monday and Friday and every other Saturday and Sunday, working 15:00 23:00. There may be an additional requirement to work additional hours which may include overnight