Pontoon Stockport, UK
Jun 27, 2017Contractor
The Role: Customer Case Handler Location: Stockport Desired Skills: Customer Service Administration Communication skills Attention to detail Day to Day Responsibilities: To deal with individual customer contacts, enquiries and requests in an effective manner to the satisfaction of the customer and in line with all procedures and standards. Receive, understand and assess customer contacts and enquiries to establish requirements for advice, guidance and services/solutions. Select and provide advice, guidance and service/solutions which meet identified customer needs, referring to more senior/specialist staff when appropriate or necessary. Apply specialist knowledge, skills and appropriate behaviours effectively to achieve a successful outcome while maintaining the maximum possible level of customer satisfaction, referring to more senior staff when appropriate or necessary. Develop and maintain, where appropriate, personal contact with allocated customers, including managing transactions through to completion. Follow up on the advice and services/solutions provided to ensure that the customer's requirements are fully met. Ensure all transactions with customers are recorded in a timely, accurate and effective manner - including updating all computer-based records - to maintain and enhance data integrity and provide a basis for accurate assessments of performance. Produce and process all documentation resulting from customer enquiries/conversations in an accurate and timely manner, or ensure that the information passes to colleagues responsible for these activities. Ensure at all times that advice and services provided are consistent with all relevant procedures, standards, behaviours and performance targets as well as maximising the level of customer satisfaction. Develop and maintain all required skills, including a good working experience of relevant software tools and systems, to facilitate the efficient delivery of work activities. Develop and maintain an appropriate knowledge of relevant products (and, where appropriate, competitor products), services and solution frameworks to improve customer service, operational and other aspects of performance. Collect, collate and summarise information or data, carry out appropriate pre-defined analysis, ensure completeness and accuracy and provide it to others for use in decision-making. Support the work of team colleagues, providing appropriate help, guidance and advice and mentoring less experienced staff to assist in their development, thereby enabling the team to improve its capability, to operate efficiently and to maximising its performance. Participate, as appropriate, in activities to improve operating processes or procedures.