Part Time Customer Experience Agent

Southern Communications Group; Tinley Park (IL); On-site; USD 38,000 - 41,000; Part time

Benefits offered by this job

21 days holiday

Birthday day off

Buy holiday scheme

Employee Assistance Programme

Free onsite parking

Enhanced sick pay

Discounted vouchers

Gym membership discount

Annual salary review

SCG mobile benefit

Employee referral bonus

Job summary

Southern Communications Group is seeking a Part Time Customer Experience Agent to join our team in Quinton, Birmingham. You will be the first point of contact, triaging customer enquiries such as invoices and contracts, and ensuring data accuracy with a commitment to exceptional service.

The role is 25 hours per week, Monday–Friday 8.30am–1.30pm, with a pro rata salary in the £28,000–£30,000 range and a range of benefits including holiday accrual and on-site parking.

Qualifications

• Passionate about delivering excellent service.
• Able to multi-task and prioritise under pressure.
• Solutions-focused with a can-do attitude.

Responsibilities

• Communicate regularly with clients and exceed expectations.
• Keep processes organized and up-to-date.
• Handle queries on Billing and service-related matters.
• Update management information (MI) accurately.
• Identify training needs and work to SLA.
• Triaging tickets and routing unresolved cases.
• Identify patterns to reduce recurring issues.
• Collaborate with related support teams on billing/contract queries.

Skills

Customer experience

Multi-tasking

Calm under pressure

Problem solving

Negotiation

Attention to detail

Tech interest

Job description

Part Time Customer Experience Agent

Location: Quinton, Birmingham

Salary: £28,000 - £30,000 (pro rata)

Hours: 25 hours per week, Monday - Friday 8.30am-1.30pm

Customer Experience Agent (CEA's) are the first point of contact for our customers. You will triage and support customers with enquiries such as invoice queries, contract enquiries, customer retention and ensuring customer data is correct and up to date. This is a diverse and challenging role where attention to detail, coupled with an overriding passion for providing customers with exceptional service, is key.

Responsibilities:

• To ensure we are regularly communicating with clients while exceeding their expectations.
• Maintaining a process driven work environment.
• Manage a variety of queries from start to completion including Billing and service-related matters.
• Ensure all MI is updated.
• Identify own training requirements.
• Understanding and resolving issues within SLA.
• Accurately triaging all tickets and passing to relevant support team for those not resolved by Customer Services & Support.
• Monitor to define patterns and work to lessen recurrence.
• Liaising with other surrounding support teams on billing and contract queries.

Skills and Experience Required:

• Passionate about the Customer Experience and delivering excellent service.
• Strong customer experience skills
• An ability to multi-task and prioritise with the ability to stay calm under pressure and think creatively.
• A positive, solutions focused mindset coupled with a can-do attitude to always deliver for our customers and ensure every engagement with us is managed promptly in a positive manner where the customer feels valued.
• The ability to adapt and negotiate/mediate.
• Decision making skills.
• Resilient, with the ability to stay calm under pressure to allow them to make the most informed decision with each customer engagement.
• Interest in Technology and Innovation.

Benefits:

• 21 days holiday - increasing to 22 days after 3 years and to 25 days after 5 years
• Extra day off for your birthday
• Buy holiday scheme
• Employee Assistance Programme
• Free onsite parking
• Enhanced company sick pay
• Discounted retail vouchers
• Reduced gym membership
• Annual salary review
• SCG mobile benefit
• Employee referral bonus

SCG is proud to be an equal opportunities employer.
We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.

We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.