Customer Assistant

Job description

  Location
London, Greater London
·  Salary
£ 18000 - £ 19000 / Year
·  Category
Sales & Retail - Business Development
·  Job type
Permanent
·  Industry
Sales and Retail
·  External Reference
CW66

Introduction

Reporting to the Customer Care Manager, the Customer Care Assistant is based in London and is responsible for the day to day administration of customer care queries as well as handling low level complaints. In order to carry out the role you will liaise with the Legal and Compliance team based in London.

Responsibilities

·  Ensure that incoming emails are answered in a timely manner and that responses are in line with company guidelines and procedures and client SLA times

·  Ensure that customer care responses adhere to all applicable internal and external guidelines

·  Where needed contact customers directly in order to ensure that their query has been resolved

·  Provide data to the Customer Care Manager and Legal and Compliance Manager as required on the volume and type of cases being handled

·  Ensure that complaints are logged using the appropriate tracking forms to maintain accurate records for client reports

·  Negotiate solutions to customer queries that balance their needs with that of Group

·  Assist the Legal and Compliance team in handling low level complaints and providing detailed correspondence to customers as and when required

·  Liaise with other departments to ensure that common issues are recognised and communicated to the relevant managers

·  Assist the Contact Centre during busy periods by answering calls

·  Assist other departments as and when necessary.

Personal qualities, experience and skills

·  Excellent verbal and written communication

·  Experience of working in a busy environment

·  Self-motivated with the ability to work under pressure and in difficult situations

·  An eye for detail and the ability to spot trends

·  Good knowledge of the client debt process, different debt types, Enforcement law and company enforcement process (training provided)

·  Good working knowledge of Microsoft Office 2000 or later, particularly Word, Outlook and Excel

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy