Customer Support Expert

Contechs Consulting; Manchester; On-site; GBP 18,000 - 24,000; Full time

Job summary

Contechs Consulting in Manchester is seeking a Customer Support Expert for a 5-month contract in our client’s contact centre. You will be the first point of contact for customers and dealers, delivering courteous service via phone and other channels.

You will handle inbound and outbound calls, emails, live chat, and other inquiries, aiming to resolve issues, process payments, provide settlement quotes, and support end-of-contract activities while maintaining accurate records.

Qualifications

• Active listening to understand customer needs and tailor responses.
• Commit to achieving the best outcome for each customer.
• Foster a positive experience that encourages recommendations.
• Adapt to change and new technology within the business.
• Own and escalate queries as needed to resolve them.
• Keep focus on personal and team objectives.
• Demonstrate resilience in a fast-paced contact centre.
• Strong written and verbal communication skills.
• Confident IT skills and ability to learn new systems after training.
• Willing to cross-cover within the centre when required.

Responsibilities

• Provide exceptional customer service via inbound/outbound calls in a contact centre.
• Respond to enquiries via emails, live chat, SMS, and post.
• Meet business targets by managing call volume and resolving issues.
• Maintain accurate customer account records.
• Process payments by debit/credit card and investigate refunds.
• Provide settlement quotes.
• Assist customers with financial health and loss recovery enquiries.
• Support customers through the end-of-contract process.
• Address and resolve 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.

Skills

Active listening

Communication skills

Multichannel support

Problem solving

Resilience

Adaptability

Time management

Teamwork

IT literacy

Learning agility

Tools

CRM software

Payment systems

Job description

Position Title: Customer Support Expert (Contact Centre)

Duration: 5 Month Contract 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