Job Description

Responsibilities

• Answering incoming telephone calls - general enquires, support, bookings, complaints.
• To be the main contact for Customer Service enquiries/complaints, responding to incoming enquiries in accordance with agreed service levels
• To monitor & control the progressing & reporting of unresolved issues
• Monitor and respond to the live chat function on the website with the goal to maximise conversion
• Manage customer feedback text to web survey.
• Day to day management of customer correspondence through social channels.
• Monitor and day to day manage online reviews across all channels and follow up on feedback where necessary.
• Providing help and advice to customers regarding company services
• Analysing statistics or other data to determine customer service levels
• Developing customer service procedures, policies and standards
• Carrying out courtesy calls to rebook appointments
• Assist with ad-hoc tasks and projects

Experience/Qualifications

• Good eye for detail
• Strong interpersonal and customer service skills
• Ability to work under pressure
• Strong written and communication skills
• High attention to detail and a good degree of accuracy with the ability to pick up on minor errors
• Confident using Microsoft Office packages in particular Word and Excel

Required Knowledge, Skills, and Abilities