Customer Service Admin - remote working

  • Location
    Northampton, Northamptonshire
  • Salary
  • Job type
    Temporary contract
  • Industry
    Call Centre and Customer Service
  • External Reference
  • Category
    Office and Secretarial - Administrator

Customer Support Administrator

Location: Remote working

Start Date: 23/05/22

Duration: initial 3 months (possible extension to December)

Pay : £12.94 per hour

The role …

Our client are looking for customer support administrators to process or respond to customer, broker and impacted parties' enquiries received by telephone, email or in writing. For this role we are looking for customer service professionals with a passion for delivering excellent service and with a keen eye for detail . The successful candidate will be able to follow documented guidelines and rules and to provide the expected standards of customer service ensuring the fair treatment of customers. To include the accurate recording of any objections or expression of dissatisfaction (EOD) in relation to portfolio transfer communications.

What you will be doing…

  • Correctly respond to and accurately record any EOD or objections received by telephone, email or in writing within documented guidelines and rules demonstrating a knowledge of relevant products, processes, systems, and procedures.

  • Communicate via phone or email with colleagues, customers, brokers or third parties to triage customer service queries and/or broker quotes within defined processes, ensuring the quality of communication meets the expected standards of service.

  • Correctly identify where customer enquiries or problems require escalation within the agreed channels and timeframes.

  • Demonstrate appropriate communication skills and adherence to process as measured by call quality monitoring achieving both qualitative and quantitative targets.

  • Provide outbound communication for missing data, corrections / updates.

  • Act within agreed authority levels to ensure fair treatment of customers and to protect business and stakeholders interests.

  • Support a positive team culture and working environment.

What we need from you …

  • Experience in handling customer enquiries by telephone, email or in writing.

  • Experience in office administration and relevant IT skills including using MS Office.

  • Knowledge of or experience using Salesforce and/or Acturis advantageous.

  • Strong customer focus.

  • Excellent communication skills.

  • Attention to accuracy and detail.

  • Ability to work independently and as part of a team.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Joel Womsley