Customer Support Role
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| Job Type | Full Time |
| Location | Stamford, Lincolnshire |
| Area | Midlands, All |
| Sector | Permanent |
| Salary | Up to £18000 per annum |
| Start Date | |
| Advertiser | remoteapi |
| Job Ref | Maria_1560153940 |
- Description
Role:- Customer Service role to process bookings and payments and to support the team, clients and hosts with all aspects of aftersales support and customer experience.
This is a full time 8 hr shift covering a 7 day rota working 2 weekends per month, which includes Saturday and Sundays.
Start Date 01 April 2019Responsibilities
Objectives (KPIs)
All aspects of timely and accurate booking processing using proscribed systems including:
· Cross checking payment amounts
· Faultless processing in CRM
· Tenacious chasing of booking confirmations
· Communication of booking to customers
· Prevention of avoidable cancellations
· Amendments and cancellations
· Communication of barriers to booking completion to team leader
All aspects of timely and accurate payment processing and chasing using proscribed systems, including:
· Accurate updating of CRM
· Timely chasing of balance payments
· Communication with Book-Keeper
Supporting the head of Customer Wow in the delivery of world-class after-sales customer experience (identifying and meeting needs)
Effective team-work and communication
Efficient use of time and effective prioritisation
Miscellaneous company administration tasks including stationery and tea/coffee orders
Effective Activity:
· Percentage of bookings processed the same day as booking
· Percentage of bookings processed within 24 hours of booking
· Number of customer support outbound calls made
· Number of customer support inbound calls handled
Effective Output:
· The following to be below agreed threshold:
o Number of cancellations
o Number of outstanding bookings to be processed
o Number of outstanding payments
o Number of customer service issues left outstanding after 24 hours
· We never run out of tea, coffee, milk and stationery!
Knowledge
Skills
Use of Customer Relationship Management (CRM) software
Use of TTT software systems
How to deal with an upset customer and turn a negative experience into a positive one
- Taskmaster Resources LTD is acting as an Employment Agency in relation to this vacancy. (Permanent Vacancy)
Excellent telephone and written communication
Flexibility in adapting to multiple tasks
Problem solving during customer experience process
Overcoming objections and adding customer wow
Relationship building with customers and hosts
