Customer Service Representative - Warrington

Currently seeking a number of Customer Solutions Representatives, to be based at my clients offices in Warrington, working for a third party client.

ROLE OVERVIEW:

Customer Services Representatives (CSRs) will work a 37 ½ HOUR WEEK, based on SHIFT PATTERN COVERING 24X7X365 at the PRESTON AND BIRCHWOOD, WARRINGTON CONTACT CENTRES, and will report to a Team Leader.

CSRs will handle all aspects of customer contacts via telephone enquiries from members of the public and Post Office counter clerks, written correspondence and forms.

They will be responsible for managing their own time, attendance and punctuality and for ensuring they are familiar with the current Policies/Procedures, processing rules and navigation of the various systems deployed.

CSRs contribute to the delivery of contractual obligations to the Post Office, including the achievement of Service Levels.

CSRs are supported in their role by Team Leaders, and will be expected to convey a professional image of the Contact Centre to both internal and external customers and suppliers.

CSRs are expected to act with integrity at all times and command the respect of their peers and customers, contributing to the creation of a successful business environment.

ROLE RESPONSIBILITIES:

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Be aware and pro-active regarding quality and the QMS
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To act as the first point of contact for POca account holders via telephone, written correspondence and forms
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To guide account holders accurately and professionally through business processes enhancing the customer experience
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Be familiar with Policies/Procedures, processing rules and POca systems
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To cross-train in all business areas so that cover can be provided for other Contact Centre staff as required