UK Customer Service Agent

UK Customer Care Representative
Location: Newcastle, North of England
Salary: £14,500 p/a + excellent company benefits

Project Background
The Customer Care Centre is a multi-lingual and multicultural customer care centre. The centre provides customer service to owners of vehicles across 20 European countries.

Job role:
Working in a team within a customer service centre environment, responsible for the resolution of incoming contacts from customers and dealers.

General day-to-day duties include:
· initially focusing on answering inbound telephone calls
· working to strict service level criteria and deadlines
· working on own initiative to follow up and resolve the issues raised by customers
· understanding and applying the policies to resolve the enquiries raised
· liaising with business partners - i.e. dealers, field managers and internal departments to develop action plans and resolutions
· delivering excellent customer service in a professional, polite and clear manner
· logging of all contacts and following up on action plans using a case management system
· using modern computer technology - including Word and other Windows packages
· role develops to include responding to correspondence in the form of letters, emails and faxes
· Monday to Friday hours 07.00 - 19.00 (normal shifts 8:30-5 CET)

Personal Requirements:
· PC literate - working knowledge of Windows environment and Office products
· enjoys direct contact with customers by telephone
· well organised
· excellent team player
· ability to work under pressure and deal with high stress/confrontational situations
· ability to work on own initiative
· help desk / call centre type experience
· experience in dealing with customers is desirable but not essential
· creative approach to problem solving
· pro-active working attitude - open-minded, flexible and approachable
· well-developed personality

Advantages:
· three weeks induction training
· ongoing training on a regular basis (weekly)
· modern office
working in an international environment of 20 European nationalities (with your focus on the UK Team)

If you wish to apply contact immediately either Paul or Mairi at European Resources.