Senior Customer Service Agent

In a fast paced, global business, provide excellent customer service to new clients throughout-bound calling, by pro-actively contacting clients to arrange their on-boarding call and offer additional training to disengaged users. Contribute to increased engagement and retention rates and improve client sentiment and online reputation. Contribute to the business's Super-duper service strategy whilst exceeding individual KPIs and embrace our company values with every interaction.

Day-to-Day Responsibilities

• Deliver a "best in class" service to all new and existing clients, producing all work to an excellent quality and standard.

• Provide feedback to the team on both positive and negative service issues, giving praise to individuals were due.
• Identify individual training needs/performance issues and assist the Onboarding Manager in implementing career development plans/performance management plans where necessary.
• Be available to handle complex complaints and ensure service level adherence/behaviours are met at all times.
• Ensure processes are followed and provide suggestions for improvement where processes are failing.
• Contribute to 5-star online reviews and positive feedback and provide an excellent customer service at all times.
• Conduct demos to prospect clients ensuring feedback is provided to the BDM.
• Delegate tasks to individuals to ensure that the team is operating efficiently and to maximum capacity.
• Conduct internal training sessions where required across the business.
• Provide daily MI on team performance KPI and SLA adherence and the daily focus.
• Ensure coverage during team absence

About You

You'll ideally have:

• Customer service experience is essential
• The ideal candidate will have experience of working in an out-bound, telephone based role
• Must have excellent listening skills and be able to communicate with clients and users of varying technical ability
• The ability to work in a fast-paced environment
• Able to adapt to change
• Can take responsibility of own product knowledge
• Able to communicate at different levels throughout the business
• Strong leadership skills
• The ability to present information confidently and accurately

Benefits

• Enhanced holidays - 25 days increasing to 27 after 2 years' service and 28 after 5 years' service
• Private health care cover after 5 years' service

• New business referral scheme
• Access to the EAP service
• Paid birthday leave
• Pension scheme contribution increasing to 5% after 5 years' service and again to 7% after 7 years' service
• Group life insurance

52115SKR

INDIRE

The Portfolio Group are acting on behalf of our client in recruiting for this position.