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Customer Care Advisor - Billing - Whitehaven [01/30/2010] |
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| Job Purpose | Provide excellent service to our customers by taking ownership of their enquiry, dealing quickly and efficiently with their requirements and ensuring that they are completely satisfied with how we have dealt with their call. | | Role details, Skills, Experience, Behaviours | Accurately record and process a variety of customer enquiries
Diagnose customer issues through detailed questioning and active listening
Investigate and interpret data held on a number of different systems.
Manage customer expectations and set and agree timescales for actions to be performed
Promote products in line with marketing input (i.e. Homeserve Insurance)
Conduct outbound calls following events and system unavailability
Review own performance statistics and take responsibility for personal development | | Essential Criteria | The ability to work flexibly between hours of 8.00am - 8.00pm Monday to Friday and 8.00am - 5.00pm on Saturday. Evidence of stability in previous job history. Experience of working with customers, face to face, telephone or internal customers . Basic keyboard skills, numerical reasoning i.e. able to make sense of figures, articulate, clear tone and understandable voice, good listening skills. Able to work quickly and accurately in a pressurised environment. | | Desirable Criteria | Experience in call centre or in a cash collection environment. Ability to deal with difficult customers/situations i.e. staying calm, ability to diffuse situations. | | Qualifications required | Desirable but not essential - ECDL, NVQ Customer Service/Call Centre (level 1 or 2) GCSE or equivalent in Maths and English (grade C) |
Job Type: Permanent Location: Spain Biscay
Salary: [n/a] Date available: now Specialist Industry: Utilities Company: United Utilities plc Company Description:
United Utilities is the UK's largest listed water company. We own, operate and maintain utility assets, including water, wastewater, electricity and gas. We're a FTSE 100 company with a turnover of £2 billion and are the UK's market leader in utility outsourcing.
We see ourselves as stewards of the natural resources of water and energy, using our rich legacy of engineering and planning skills to build the essential backbone of thriving communities in the North West of England, in the UK and across the world. Some 20 million people worldwide benefit from our expertise in operating and managing water, wastewater, electricity and gas networks. Company Website: [n/a]
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03/15/2010