We are looking to build a team of Customer Service Agents to provide a brilliant service to consumer and small office / home office customers first time, every time. Our agents are skilled in building fantastic relationships and are equipped to take ownership of and resolve all customer enquiries from bill and account queries across multiple channels to escalated complaint resolution and fault diagnostics.
Our Agents resolve all customer queries first time - taking full ownership of all customer queries through effective liaison with relevant areas of the business. When dealing with customers, internal and external, our agents demonstrate best practice in terms of taking ownership through to problem resolution, ensuring the customer is satisfied
We diagnose and fix faults using our catalogue of tools and software, focusing on fixing it first time across multiple channels, resolving escalated issues without hand-off, and where appropriate, make follow-up outbound calls to customers (e.g. after researching a complex query or to confirm an issue has been resolved) and deal with escalated complaints.
Strong verbal and written skills with the ability to show attention to detail
Ability to establish collaborative customer relationships in a fast-paced environment.
A good attitude and the ability to interact with lots of different people.
Professional and friendly telephone manner
Customer Service experience
Experience of working in a target driven environment to a high standard.
PC skills, and the ability to navigate multiple systems competently, with ease.
A good consistent typing speed
The ability to take ownership of situations with positivity, resilience, and a dedicated approach to providing service excellence.
Three weeks' classroom based training followed by time in our graduation bay. This is where you take your first live calls. This is also where the nerves kick in, and mistakes may happen, but don't worry, we expect that. We make it our responsibility to look after you with full support from experienced members of the team on hand to help.
The chance to showcase your skills and fast track your career through our internal progression path, and with a brand new contract the opportunities will be huge.
Kelly Services are acting as an Employment Agency in relation to this role. Should you choose to apply, your information will be processed in accordance with Kelly's Privacy Statement. For information regarding data protection at Kelly, please visit the Kelly website and have a look into the Privacy Statement.
As an Equal Opportunities employer we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.