START ASAP Customer Service Representative

Job Description

1. Responsible for handling both outbound & in-bound calls from customers or authorized third parties regarding all process & contingency situations arising due to any issues
2. Handle customer complaints during peak time and resolve the issues & advice the best resolution available
3. Responsible for prompt and accurate response to customer’s needs and requests
4. Ability to compare and evaluate possible customer service solutions, and decide which to recommend to customers to best meet their needs and circumstances.
5. Input data and verify information as it pertains into related systems as and when required
6. Properly document each customer interaction in the servicing systems as defined by the process
7. Ensure successful customer support through resolution of back-office tasks whenever not on calls
8. Understanding of utilities and associated market participants
9. The results of the analysis can be used to design targeted marketing campaigns, for example:
10. - Sales Fulfillment: Retaining existing customers (antonym: customer attrition) & Gaining new customers
11. - Information: Providing timely and regular information to customers
12. Other examples of the applications of analyses include:
13. - Evaluating and improving customer satisfaction
14. - Risk assessment and management
15. - Data collection and analysis are viewed as a continuing and iterative process. Ideally, business decisions are refined over time, based on feedback from earlier analyses and decisions.
16. Identify factors important to clients
17. Handle customer complaints
18. Ensure customer-based quality parameters are measured and tracked
19. Manage Vulnerable/Priority customer tasks/processes in the realm of the process
20. Ensure privacy is for the customer related information / assets

Person Specification

Knowledge/Experience: To be able to perform the following functions:

Exceptional conversation skills

• Proficient in active listening skills
• Strong language skills; ability to articulate clearly and to be understood
• Demonstrated ability to adapt to diverse conversational styles

Strong ownership skills

• Experience in managing ownership of issues and overall customer experience
• Demonstrate the ability to negotiate and properly handle objections with customers
• Ability to stay current on company policies, procedures
• Demonstrate ability to set proper expectations

Strong relationship building skills

1. Ability to relate to customers and assess needs quickly
2. Ability to transition from a rapport building to account specific discussion

Quick Response Time

1. The ability to switch to voice channel and back-office work as per process demand
2. Should be able to retain knowledge as per the line working on

Competencies/Skills:

• Strong Communication & Analytical Skills
• Strong customer service skills
• Strong negotiation skills and quick understanding of customer requirements
• The ability to be polite and courteous and helpful at all times
• The ability to interpret the customers query and requirements
• Strong ownership skills
• Strong relationship building skills
• Ability to work in a target oriented environment
• Multi Tasking

Qualifications:

Essential:

Graduation in any stream

Desirable:

Prior 12 – 24 months experience of Customer Service & Operations Management in ANZ Utilities