Customer Services & Support Agent - 28k - 31k - Reigate - Hybrid

Role Summary:
The Customer Service Agents (CSA's) are the first point of contact for customers. They provide 1 st line technical support as well as dealing with other enquiries such as invoice queries and contract enquiries. The CSA is a diverse and challenging role where attention to detail, coupled with an overriding passion for providing customers with an exceptional service experience is key. To support all customers reporting issues, to assist in ensuring the efficient working of Customer Service team while delivering exceptional service to our customers. Excellent communications skills are a must, along with the skills to adapt and negotiate are required. You must have 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. Prospective candidates will need to be resilient and have the ability to stay calm under pressure to allow them to make the most informed decision with each customer engagement. In addition, an ability to multi-task and prioritise will be essential to candidates' success in this role.

Job Objective:

• To ensure we are regularly communicating with clients while exceeding their expectations.
• Maintaining a process driven work environment.
• Collating and communicating fault information to ensure quick resolution.
• Understanding and resolving faults within SLA.

* Manage a variety of queries from start to completion including Billing and service-related matters. * Accurately triaging all tickets and passing to relevant support team for those not resolved by Customer Services & Support.

• Co-ordination of internal and external resource.
• Liaising with other surrounding support teams on faults/assurance.

Skills and competencies required:

• Passionate about the Customer Experience and delivering excellent service.
• Positive can-do, solution focused attitude.
• Strong attention to detail.
• Daily demand to be able to multi-task with the ability to stay calm under pressure and think outside of the box.
• Strong customer service skills.
• Strong communication skills.
• Tenacious attitude - The end result for your customer is at the heart of your actions.
• IT Literate.
• Proven problem-solving attitude.
• Ability to Adapt and Negotiate and Mediate.
• Experience working in a problem-solving environment / Decision making skills.
• Interest in Technology and Innovation.

If you're interested and have the relevant skills please apply now or call Sharen Cheema 0208 297 8187