Customer Services Representative

New opportunity for an experienced Sales Advisor to join an outsourcing contact company. Offering a great working environment and progression within the company.
Job Summary:
To support the aims and objectives of The Company by delivering high quality support on behalf of the client via the appropriate medium, at all times in line with agreed business procedures.
Key Responsibilities
* To ensure observance and display of the company values of Trust, Courtesy and Communication in all activity and communication with colleagues, partners customers and all stakeholders with of the company.
* To meet specific hourly, daily, weekly and overall performance targets and standards as specified in line with the company and client expectations and to take responsibility and accountability for personal performance
* To respond to customers general questions relating to creation of their accounts, campaigns, and orders in general in line with agreed service levels
* To attend and participate in daily team buzz sessions, led by the respective Team Leader, to positively challenge previous day's performance against SLA's / KPI's.
* To respond to and take action regarding customer complaints balancing the needs of the customer against the needs of the account whilst recognising the need to escalate when immediate query resolution is not possible.
* To work with the Team Leaders to address performance issues on a daily / weekly basis, until remedied.
* To attend monthly one to ones with Team Leader to understand and discuss individual performance inline with required KPI's and identify progression
* To complete all administrative and management reporting accurately and within agreed timescales
* To demonstrate an effective knowledge of products and services offered by the account
* To complete all management reporting accurately and within agreed timescales
* To ensure that that the Team Leader is kept informed of all relevant customer service, quality or system issues and provide feedback as appropriate to improve tools and processes
* To act as point of contact for client's customers and uphold the values of the client at all time
* To commit and adhere to a set number of working hours per week
* To undertake additional tasks as delegated by the Team Leader or Management Team
* To play a full and constructive role in taking responsibility for own self development
* To manage controllable costs, e.g. telephone calls, stationery
* To promote a positive and professional image of The Company to clients and others at all times by adhering to Company policy and procedures
This job description will be subject to review and may include any other duties or responsibilities as may be determined by the Head of Department and the business' needs.
Person Specification
* Excellent communication skills (spoken and written), including strong spelling and grammar skills
* Ability to remain focused and effective in a high paced and high stress environment/ Flexible in a response to shifts and non standard business hours
* Excellent working knowledge of Microsoft Office and competent keyboard skills.
* Committed to delivery of a consistently high quality of service to the client and customer.
* Self motivated with an aptitude for maintaining enthusiasm and focus
* Good team player/ Good self awareness and focus on self development
* Excellent up to date working knowledge of the Internet
* A natural flair for striking rapport with others / Good listening skills
* Highly developed influencing and negotiating ability.
* Very self motivated and motivated by targets/ Undeterred by rejection.
* Able to analyse and match the product to the customer's needs
* Demonstrates a high level of ethical behaviour and will not compromise on integrity