Customer Service Associate
Full time
Ely, Cambridge
Salary: £24,800 per year
To play a key role in ensuring a high level of customer satisfaction by delivering a positive experience throughout the customer's journey with the Company. You will be the first port of call to address enquiries, resolve issues, and work to improve retention and satisfaction by escalating issues where needed.
KEY RESPONSIBILITIES
- Provide excellent customer service both internally and externally communicating professionally at all times, using a variety of communication methods.
- Act as the first point of contact for customers, identifying and resolving basic issues at initial interaction, such as paper jams or scan quality concerns.
- Take part in product and solution training to understand customers queries.
- Handle a high volume of inbound telephone calls, processing customer requests.
- Handle and process requests for service and consumables using a variety of different methods – for example telephone, email, portals, website.
- Assist with the investigation of meter readings, with a focus on automated methods.
- Promote automated methods for processing meter reading and service requests such as software, portals, web, etc.
- Respond to queries and issues for service provision involving third parties e.g DPD.
- Assist with monitoring and handling multiple email inboxes, portals alerts, tickets and related input.
- Work with the Digital Service and Dispatch teams to effectively respond to service requests.
- Promote ASL’s products and services e.g ECO boxes, Network Support, etc.
- Maintain and update customer records with relevant current information.
- Provide customer support when and where required.
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KEY MEASUREMENTS
- Accurate and timely query resolution
- Acknowledge requests and queries within 8 working hours
SPECIAL REQUIREMENTS
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Strong communication skills.
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A passion for providing excellent customer service.
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Good team player, demonstrating flexibility and adaptability.
IN RETURN WE OFFER
- Working hours Monday - Friday, 9:00am - 5:30pm with one hour for lunch, unpaid.
- Initially 25 Days annual leave in addition to Bank Holidays rising to 28 after 5 years service.
- Excellent training & development opportunities within a growing organisation.
- Partnership with charities that offer learning and development opportunities
- Life insurance.
- BUPA health assessment.
- Physical, mental and emotional wellbeing support for you and your family including bereavement counselling.
- Bereavement and probate service including counselling, funeral concierge support and will writing
- GP access 24/7, 365 days a year.
- Volunteering leave policy (2 days/15 hours per year).
- 10% TradePoint (B&Q) discount.
- Company social events.
- Free flu vaccines each winter.
- Free parking.
Any offer of employment is subject to satisfactory right-to-work and reference checks. Enhanced DBS checks will be carried out for field-based roles.
