To Provide and Promote a Professional, High Quality, Front Line Customer Focused Telephone Service to All Callers

Job title: Customer Relations Officer

Department:

Report to: Chief Financial manager                                          

Purpose: To provide and promote a professional, high quality, front line customer focused telephone service to all callers.

Task and responsibilities:

• Providing rapid and professional responses to all customer feedback
• Providing follow up action on customer response and managing requests for compensation, where suitable
• Co-ordinating inquiries on cases with the appointed Law Firm and Head Office
• Confirming that relevant departments are made aware of concerns raised by customers so that they may carry out helpful action
• Monitoring and carrying out analysis of customer feedback
• Recording customer opinion details in the Customer Relations Management System for creating management reports
• Identifying possible customer relation cases and, where necessary, keeping records or arranging proactive service rescue

Job summary:

The successful candidate will be the first point of contact for all customer feedback and responsible for ensuring that customers modular enclosures ELSTEEL handled quickly and efficiently, maintaining the trust and loyalty in the product and service ELSTEEL.

Person Specification Criteria

Essential/Desirable

SKILLS & ABILITIES  

• Ability to communicate successfully by telephone and in writing
• Ability to compact with a heavy workload related with a high call volume environment
• Ability to arrange actions and decisions according to customer requirements
• Ability to work positively with others and on own creativity where required
• Ability to arrange and manage own time effectively

Essential

Essential

Essential

Essential

Desirable

EXPERIENCE

• Experience of allocating with customers by telephone in a call centre environment
• Experience of dealing with customer inquiries respectfully and helpfully within customer care guidelines
• Experience of dealing efficiently with inspiring and concerned customers
• Experience of working within a concert management environment
• Experience of working within a group as a team
• Experience of using the internet to resolve customer investigations
• Experience of waged in a customer service environment for at least 2 years
• Experience of dealing with customers expression to face

Essential

Essential

Essential

Essential

Desirable

Essential

Essential

Desirable

QUALIFICATIONS  

• NVQ level 3 in a Customer Service or office related subject or able to establish an equivalent level of experience

Essential

PERSONAL CIRCUMSTANCES  

• Must be arranged and able to work outside of normal office hours to meet changing stresses for the service or to cover co-workers absences
•  Willingness to care other parts of Direct as required

Essential

Desirable

EQUALITY

• Candidates must be able to determine understanding of, getting and commitment to the principles underlying equal chances.

Essential

CUSTOMER CARE

• Candidates must be able to determine knowledge and considerate of effective customer care

Essential

POOR

FAIR

AVERAGE

GOOD

SUPERIOR

APPEARANCE

Dress code

Cleanliness

Body Language

Eye Contact

CHARACTERISTICS

Self-confident

Achievement oriented

Willingness

Responsible

Outgoing

Open type

Enthusiastic

Poise

Maturity

Professional

Verbal/Persuasive

Ability to learn

GOALS/PERCEPTION OF SELF

Realistic appraisal of self

Reason for interest in field

Realistic career goals

QUALIFICATIONS

Education/Training

Accomplishments

Skills

Relevant Experience

Potential

DECISION MAKING/PROBLEM SOLVING

Creativity

Logic

REASONS FOR SELECTING PARTICULAR ORGANIZATION

Commitment

Knowledge of Organization

Knowledge of Industry

JOB EXPECTATIONS

Realistic

Match employer's needs

LONG TERM OBJECTIVES

Realistic

Potential to grow

Overall evaluation

COMMENTS:

As the candidate has the expected qualifications, we are ready to select him. And he doesn’t need to be trained as he has a working experience in this field.