Customer Service Associate in Cambridge

To play a key role in ensuring a high level of customer satisfaction by delivering a positive experience throughout the customer's journey with the Company. You will be the first port of call to address enquiries, resolve issues, and work to improve retention and satisfaction by escalating issues where needed.

KEY RESPONSIBILITIES

• Provide excellent customer service both internally and externally communicating professionally at all times, using a variety of communication methods.
• Act as the first point of contact for customers, identifying and resolving basic issues at initial interaction, such as paper jams or scan quality concerns.
• Take part in product and solution training to understand customers queries.
• Handle a high volume of inbound telephone calls, processing customer requests.
• Handle and process requests for service and consumables using a variety of different methods – for example telephone, email, portals, website.
• Assist with the investigation of meter readings, with a focus on automated methods.
• Promote automated methods for processing meter reading and service requests such as software, portals, web, etc.
• Respond to queries and issues for service provision involving third parties e.g DPD.
• Assist with monitoring and handling multiple email inboxes, portals alerts, tickets and related input.
• Work with the Digital Service and Dispatch teams to effectively respond to service requests.
• Promote ASL’s products and services e.g ECO boxes, Network Support, etc.
• Maintain and update customer records with relevant current information.
• Provide customer support when and where required.

KEY MEASUREMENTS

• Accurate and timely query resolution
• Acknowledge requests and queries within 8 working hours

SPECIAL REQUIREMENTS

• A strong administrator with at least 2 years’ experience.

GROW PERSONALLY AND PROFESSIONALLY

Working for ASL means being part of creating products and services that help shape the future of many industries.