Customer Support Expert

Contechs Consulting Limited; Manchester; Sur place; GBP 21 000 - 27 000; Plein temps

Résumé du poste

Contechs Consulting Limited in Manchester is seeking a Customer Support Expert (Contact Centre) for a 5-month contract. You will handle inbound/outbound calls, provide email support, and ensure a positive customer experience.

This role emphasises resolving issues, processing payments, and guiding customers through end-of-contract steps, with training on Pass / Account Manager Online and related systems. Excellent communication and resilience are essential.

Qualifications

• Active listening and personalized customer approach.
• Commit to delivering best outcomes for customers.
• Positive attitude to change and new systems.
• Clear written and verbal communication for calls and emails.

Responsabilités

• Provide exceptional customer service via inbound/outbound calls in a contact centre.
• Respond to enquiries via email, live chat, SMS and mail.
• Meet business targets by managing call volume and resolving issues.
• Maintain accurate customer account records and process payments.
• Assist with end-of-contract steps and bereavement support as needed.

Connaissances

Active listening

Customer focus

Communication skills

Problem solving

Adaptability

Training willingness

Teamwork

Description du poste

Position Title:Customer Support Expert (Contact Centre)

Duration: 5 MonthContract with potential to extend

Location: Manchester

Position Overview:

• As a Customer Support Expert in our Clients' contact centre, you will be the first point of contact for all Customers and Dealers.
• The primary focus of this role is to provide outstanding customer service via telephone, handling inbound and outbound calls.
• You will also be responsible for handling customer enquiries via email and other channels as needed, ensuring every interaction results in a positive experience.

Position Responsibilities:

• Provide exceptional customer service while efficiently handling a variety of enquiries primarily through inbound and outbound calls within a contact centre environment.
• Respond to customer enquiries received through other channels including emails, live chat, SMS, and post.
• Achieve business targets by efficiently managing call volume and resolving customer issues effectively.
• Maintain accurate and up-to-date customer account records.
• Process customer payments made by debit/credit card and investigate payment-related issues, including refunds.
• Provide settlement quotes.
• Assist customers with financial health and loss recovery enquiries.
• Support customers through the end-of-contract process.
• Address and resolve customer dissatisfaction issues.
• Provide support to customers dealing with bereavement.
• Offer technical support for Pass / Account Manager Online.
• Perform account administration tasks, such as name/address changes and sending letters/emails.

Qualifications and Skills:

• Demonstrate a deep understanding of customer needs by actively listening and offering a personalized approach to each interaction.
• Commit to ensuring customers receive the best possible outcome for their individual circumstances.
• Foster a positive customer experience that encourages customers to recommend the Clients' Credit.
• Embrace a positive attitude toward change, including business transformation, new technology, and systems.
• Exhibit a positive approach to providing excellent customer service and take ownership of resolving or escalating customer queries as needed.
• Maintain a focus on achieving personal and team objectives by delivering results.
• Demonstrate resilience and adaptability in a fast-paced contact centre environment.
• Possess strong communication skills, both written and verbal, with the ability to clearly and effectively communicate over the phone.
• Exhibit confident IT skills and the ability to learn and use a range of systems and applications after training.
• Demonstrate the ability to quickly acquire and apply new knowledge and skills through on-the-job training.
• Willingness to cross-cover within the business centre to support other teams as needed to maintain overall service quality.

Additional Information:

• Working Patterns: Mon - Fri 9:00 am - 5:15 pm, Sat 9:00 am - 1:00 pm on a rota basis.