Customer Service Representatives (CSR) - Preston - 12 Months Contract

WE ARE CURRENTLY SEEKING AN EXPERIENCED CUSTOMER SERVICE REPRESENTATIVES

OVERVIEW

- Customer Services Representatives (CSRs) will work a 37 ½ hour week, based on shift pattern covering 24x7x365 at the Preston, 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.

RESPONSIBILITIES

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