Customer Service Representative - Cardiff

Customer Service Representative
Conduit
Location: Cardiff        

Reporting To: Operations Team Leaders        
Brief Description: Making and Receiving Calls to and from members of the general public, and updating information on computerised databases, on behalf of Conduit UK and our clients. This position is with Conduit but working on a campaign for a household brand in the energy industry.

RESPONSIBILITIES

About Role
Customer service is key to our business; we are looking for individuals that have a proven track record of enhancing customer service by cross selling products from our portfolio to enhance the customer experience.

It’s the role of each and every team member to understand our range of products and services and to respond to the needs of the customers. The function plays a crucial role in helping us reach our goal of being the market-leading provider of outsource services in the UK. That’s why we look for team players with an understanding of what motivate our customers – forward-thinkers who are comfortable dealing with people directly in order to develop and manage profitable relationships in a competitive environment.

• updating customer records
• customer query resolution
• following client/Company guidelines

Key Responsibilities

As a customer representative you will be responsible for the accurate, timely and efficient servicing of the needs of our customers. This could involve directory enquiries, or any outsource work that the Company undertake. We are looking for people to provide excellent customer service in response to all enquiries received. In return we will provide full training and opportunities to progress your career with us.

• Proactive in dealing with customer queries
• Accurate work within targets set
• Suggestions on improvements and reducing non cost effective activities
• Delivering to agreed efficiency targets and service standards
• Presenting and selling client products and services via incoming or outgoing calls to current and new customers
• Closing the sale and filling out all the appropriate paperwork/systems
• Meet and exceed sales, quality, attendance, timekeeping and productivity targets.
• To build effective working relationships with external and internal customers and develop business relationships
• Work towards department and Company goals.
• Assist other team members when necessary.
• Follow procedures as documented by the department.
• Update applications with all customer contact and call information accurately on every call.
• To ensure that the service delivered to our clients is exemplary.
• To ensure that customer queries are dealt with promptly.
• To attend training sessions as agreed with the Sales Co-coordinator.
• Ensure that all technological advancements or changes are fully understood and utilized.
• To adhere to company policy at all times.
• Any other reasonable request.

Qualifications and Skills
While experience in a customer-focused role would be a bonus, it’s not essential. It’s more important that you have the right personality and mindset. Along with a warm yet professional telephone manner, you must be a good listener with excellent interpersonal and communication skills. The ability to work as part of a team is essential along with a good eye for detail. You must, however, be PC literate and the ability to think for yourself is also key.

REQUIRED SKILLS

• Good working knowledge of a dynamic sales driven environment.
• Proven track record of achieving of sales, quality and productivity targets.
• Ability to meet performance standards and follow procedures.
• Excellent verbal and telephone communication skills
• Excellent PC skills

PERSONAL SKILLS

• Motivated, enthusiastic individual with the ability to deliver to personal goals.
• Team player with excellent communication and interpersonal skills
• Professional telephone manner essential
• Ability to identify and develop all sales opportunities
• Ability to work to deadlines and targets with strong sales drive and personal motivation.