Customer Care Agent
Department: Customer Engagement
Employment Type: Full Time
Location: Pure Offices, Leeds
Compensation: £23,175 / year
Description
About the Team: Our Customer Care team is committed to delivering outstanding customer service by addressing and resolving customer complaints effectively. We foster a culture of continuous improvement, teamwork, and customer-centricity, ensuring that every interaction enhances the overall customer journey.
About the Role: As a Customer Care Agent, you will play a pivotal role in resolving customer complaints professionally and efficiently. Your responsibilities will include investigating issues, providing timely resolutions, and ensuring customer satisfaction while adhering to company policies and procedures. This role requires excellent communication skills, a solution-driven mindset, and the ability to navigate complex situations with empathy and professionalism.
Getting Started…
1. Develop a comprehensive understanding of company processes, policies, and systems.
2. Engage directly with customers through various communication channels to address and resolve complaints.
3. Build trust by demonstrating empathy, clear communication, and effective problem-solving skills.
Establishing Your Impact…
1. Deliver consistent and timely resolutions to complaints, balancing customer satisfaction with business priorities.
2. Conduct thorough investigations to identify root causes and recommend solutions to prevent recurring issues.
3. Collaborate with internal stakeholders to streamline complaint resolution processes.
Driving Excellence…
1. Become a subject matter expert in complaint handling, consistently exceeding performance expectations.
2. Mentor team members by sharing best practices and contributing to a supportive team environment.
3. Lead initiatives to enhance customer satisfaction and improve operational efficiency.
Key Responsibilities
1. Investigate and resolve customer complaints through multiple communication channels.
2. Assess and escalate high-risk complaints, ensuring they are managed appropriately.
3. Conduct detailed investigations to identify root causes and document findings.
4. Work closely with key stakeholders to deliver balanced resolutions aligned with business policies.
5. Keep customers informed throughout the complaint process, providing updates and next steps.
6. Ensure timely resolution of all complaints, escalating issues when necessary.
7. Accurately document customer interactions and resolution steps for audit and reporting purposes.
8. Provide feedback for internal training and process improvements.
9. Maintain a positive attitude and uphold high standards for the customer experience.
10. Take accountability for mitigating complaints on external review platforms.
Skills, Knowledge and Expertise
Essential Skills & Experience:
1. Strong communication and interpersonal skills.
2. Proven problem-solving ability with a customer-focused approach.
3. Calm under pressure, able to manage challenging situations effectively.
4. Experience in customer service or complaint resolution.
5. High attention to detail and organisational skills.
6. Familiarity with company policies and industry regulations.
7. Strong conflict management skills with the ability to handle sensitive situations empathetically.
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