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Customer Service Representative
2 months ago
We are seeking a highly skilled and experienced Customer Service Representative to join our team at DFP Recruitment. As a Shared Service Support Specialist, you will be the first point of contact for multi-channel customer enquiries, providing high-quality support in a courteous and empathetic manner.
Key Responsibilities- Process a range of transactions across the service line accurately and efficiently, referencing shared service knowledge articles to ensure the transaction is consistently executed according to requirements.
- Evaluate and escalate more complex enquiries and transactions to ensure the timely and effective resolution of issues.
- Provide feedback to the customer to ensure they are aware of the progress of their enquiry and/or transaction.
- Work across multiple service lines where required.
- Effectively use a range of computerised systems to triage, refer or escalate work tasks, enter data and maintain up-to-date records in order to facilitate work allocation, performance analysis and service improvement.
- Participate in regular quality assessments and in operational and performance discussions.
- Demonstrated knowledge and/or experience in a customer-centric service organisation.
- Demonstrated ability to adapt and to learn and implement new processes and procedures as new technology, service requirements and work methods emerge.
- Demonstrated ability to meet and exceed Key Performance Indicators (KPIs) in a fast-paced environment.
- Experience using multiple computer-based systems and ability to learn new systems with ease.
- Ability to work cooperatively within a team environment to meet objectives, share knowledge and promote continuous improvement.
- Administration, Finance and Contact Centre experience is highly desirable.
- Driver's licence is highly desirable.
To be successful in this role, you will be a strong Customer Service and Administration professional, with a professional and friendly phone manner, who is able to quickly build rapport with customers over the phone in order to understand and support their needs.
What We OfferAs a valued member of our team, you will have the opportunity to work in a dynamic and supportive environment, with a range of benefits and opportunities for professional growth and development.
