Customer Service Executive

About the job

Objectives

As a Customer Service Executive within one of our Daisy customer service teams, your role will involve you taking full ownership for customer queries, establishing a suitable resolution for both the customer and the business in a timely manner. 

First line contact for customer queries relating to general account enquiries, billing queries, order queries, faults/technical queries and disconnection requests. Understanding when it is appropriate to escalate any of these queries to the second line teams via a warm transfer.

Responsibilities

•    To provide a right first-time level of service ensuring the customer expectations are met.

•    To identify opportunities to maximise growth and revenue through cross selling opportunities referring, where appropriate, to specialist sales teams.

•    Identify and escalate any process issues and offer suggestions/ideas for suitable resolutions.

•    Increase customer loyalty and reduce Churn working in synergy with other departments.

•    To build and maintain good working relationships with both internal and external customers, establishing and building strong relationships with other departments.

•    Establishing and building rapport with customers, providing accurate and timely information to instil customer confidence in our ability to deliver an exceptional level of service.

•    To deliver against the key business objectives, business service level agreements and individual key performance indicators.

•    Ensure clear, concise and comprehensive notes are entered onto the systems after each and every customer contact, with relevant documents attached where necessary.

•    Confidence in handling customer escalations, managing objections and taking ownership to get a full resolution.

•    Be vigilant for possible fraudulent activity and if necessary, raise a security incident report using the template accessible via the corporate Intranet.

•    Periodically review Daisy Security Policies – centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.

•    Carry out any ‘ad hoc’ assignments as and when required.

•    To be compliant with health and safety company policy and legislation.

Knowledge, Skills, Experience

•    Be able to demonstrate an ability to work within a fast paced environment within the service industry.

•    Competent with all Microsoft packages.

•    Ability to understand, analyse and interpret data.

•    Take ownership of issues and follow through to conclusion 

•    Sound questioning and listening skills, being able to pinpoint the exact issue in order to get a resolution.

•    Can do attitude with a flexible approach to work

•    To build and maintain good working relationships with both internal and external customers.

•    Be able to demonstrate a logical thought process, meeting customer demands and expectations.

•    Ability to work well as an individual and as part of a team.

•    Possess excellent, assertive and controlled telephone manner.

•    A high level of professionalism 

•    Excellent communication skills - both verbal and written

•    Problem analysis/solving 

•    Attention to detail 

Working Location/Environment

Nelson or Prudhoe/Home Working

This job role will require a mixture of home and office-based work. As such, you must be able to comply with our Health and Safety advice regarding your home working set up.