Customer Service Representative

Job Responsibilities

• Working with customers who need to give up to date meter readings when changing addresses or who have had estimated bills. 

• Processing payments for accounts or setting up/altering payment arrangements. 

• Solving customer queries regarding all aspects of their bill, ranging from readings to capped price arrangements.

• May promote and sell products and/or services.

• Escalates and/or redirect calls.

• Processes correspondence and updates customer accounts. May compose written correspondence to resolve inquiries.

• Reassessment of payment arrangements, giving information about current offers available. 

• Processing refunds, compensation requests & changes to accounts.

• Average Handling Time

• Quality of Calls
• Attendance
• Timekeeping
• Quality of Related Administration
• Other targets as required

• A basic knowledge and ability to use a PC is key but all the product knowledge you require will be provided in your first few weeks with the company. 
• Individuals need to be performance focused and display a flexible attitude.
• Excellent call handling skills are required.
• This is an ideal opportunity for someone wishing to develop his or her skills and experience. 
• Successful applicants should ideally have at least 1 year’s experience of working within Customer Services environment.

Skills, Knowledge and Leadership Behaviours

• Client & Customer Focus 

• Performance Focus 

• Solving Problems

• Respecting Others

• Working with Others 

• Confidence & Communication

• Working Pro-actively

• Change Focus

• Bilingual is a PLUS!!!