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Customer Service Representatives

ER Recruitment Limited
Job LocationLeicester
EducationNot Mentioned
Salary19,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Customer Service RepresentativesLeicester£19,000 p.a.Monday to Friday 8am-4pm, 9am-5pm, 10am-6pm, rotational shifts. Overtime available on weekends.

  • Do you have a passion to deliver excellent customer service and are seeking an exciting new opportunity
  • Do you possess exceptional communication skills and pride yourself on your attention to detail
  • Do you want to work for a successful business who have a fantastic working environment
The Company:ER Recruitment are excited to be partnering with our client, a successful business based in the heart of Leicester. They are now seeking efficient customer focused Customer Service Representatives to join their busy Leicester team. Role & Responsibilities of the Customer Service Representative:
  • Reviewing and categorising queries and complaints
  • Checking against the knowledge base for appropriate responses to customer queries
  • Verifying and gathering additional customer information
  • Providing resolution at the first point of contact (call, live chat etc.), where possible
  • Escalating queries and complaints, agreeing methods of contact and providing timescales of resolution, where immediate resolution is not possible
  • Logging cases and notifying customers
  • Taking ownership of customer issues and ensuring resolution
  • To set and complete appropriate tasks and maintain comprehensive notes relating to customer accounts
  • To maintain accurate notes in the system
  • To use objection handling techniques to proactively resolve any customer queries or objections. Effectively obtain evidence of music usage to support potential infringement cases
  • To deliver a positive customer experience and proactively contribute to the departments service standards and customer satisfaction results, ensuring call quality targets are consistently achieved and exceeded
  • To educate and advise customers, positively reinforcing benefits of music to their business, while ensuring that they understand and are adhering to the contractual licensing terms and conditions
  • To demonstrate a positive image of the company, through developing and maintaining effective professional relationships with customers
  • To work co-operatively and supportively with other teams in order to ensure the customer experience is positive
  • To raise, amend invoices, credit notes and refunds as required ensuring accurate tariff information is applied to all customer accounts
  • To develop and maintain knowledge of sectors, in order to meet revenue targets
  • To develop and maintain knowledge of core licensing processes and procedures including tariffs and Copyright Law
  • To undertake other tasks as reasonably requested
About You as the Customer Service Representative:
  • Outstanding customer service experience essential
  • Competent using Microsoft Office - Word, Excel, PowerPoint and Outlook
  • Worked within a call centre or highly audited/monitored environment is ideal
  • Good verbal communication including a good telephone manner
  • Experience dealing with first line complaints.
  • Energy and drive, with a willingness and enthusiasm to learn
  • Engaging and confident
Please note by applying for this role you give consent for ER Recruitment to retain your CV for up to 24 months for the purposes of assisting you to find your next role unless you notify us otherwise.While we aim to get back to all applicants, due to the current situation, if you do not receive a response within seven working days then unfortunately your application has been unsuccessful on this occasion.ER Recruitment are experienced within eight different sectors consisting of Accountancy and Finance, Construction, Customer Service & Onsite, Directors & Non-Executive, Human Resources, Office (including PA/EA), Sales & Marketing, Supply Chain & Procurement.We look forward to helping you in your career in these sectors, so please send a copy of your CV to us. If you know of other people who are currently looking for a new career in these sectors please feel free to refer them to us.We look forward to hearing from you.

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