At a Glance
- Tasks: Help customers solve problems and deliver outstanding service in a dynamic contact centre.
- Company: Family-run business with over 30 years of experience in customer care.
- Benefits: Competitive salary, hybrid work options, and comprehensive training provided.
- Other info: Opportunities for career growth and taking on more complex cases as you progress.
- Why this job: Make a real difference to customers while developing your skills in a supportive environment.
- Qualifications: Desire to help others, strong communication skills, and a willingness to learn.
The predicted salary is between 24750 - 24750 £ per year.
- Customer Service & Case Management Representative
- Start Date - 14th September (interviews taking place onsite on Wednesday 2nd September)
- Full time - Monday to Friday (with rotational Saturdays) 8am - 5pm
- Hybrid option once KPI's consistently met
- £24,750
CCP are looking for enthusiastic and customer-focused Contact Centre professionals who enjoy helping people, solving problems and delivering a great customer experience.
This is a varied role combining customer service, administration, problem solving and case management, with full training and ongoing support to help you develop your skills and confidence.
Offering traditional customer care, this family-run business has over 30 years' experience delivering outstanding service to loyal customers across the UK.
You'll initially develop your core Contact Centre skills, including handling customer calls and learning products, systems and processes.
As your experience grows, you'll take greater ownership of customer cases and increasingly deal with more complex queries and issues.
If you're a people person who enjoys building rapport, finding solutions and making a real difference to customers, this could be the perfect opportunity for you.
Key Responsibilities
- Provide a friendly, professional and helpful experience to every customer.
- Handle inbound calls and make outbound calls or callbacks where required.
- Build natural rapport and adapt your communication style to individual customer needs.
- Take ownership of customer queries and work towards effective resolutions.
- Manage customer cases from initial contact through to resolution.
- Process orders, amendments and other customer administration accurately.
- Maintain accurate customer and order records using D365 and other Contact Centre systems.
- Manage written customer contact, including emails and correspondence, where required.
- Develop strong product knowledge and use this to provide helpful recommendations.
- Where a customer's preferred product is unavailable, suggest suitable alternatives that meet their needs.
- Identify appropriate opportunities to recommend additional products and support customers through to completing an order.
- Follow GDPR, DPA and Contact Centre processes and procedures.
- Maintain high standards of quality, accuracy and customer service.
- Contribute positively to team performance and continuous improvement.
What You'll Bring
- A genuine desire to help customers and solve problems.
- Excellent communication skills with the ability to build rapport naturally.
- Patience, empathy and strong listening skills.
- Good attention to detail and accuracy.
- The ability to stay organised and take ownership of customer queries.
- Confidence using computers and the ability to learn new systems.
- A positive attitude towards coaching and feedback.
- A desire to learn, develop and take on new challenges.
- The ability to work effectively as part of a team.
Your Background
Previous Contact Centre or customer service experience is desirable but not essential .
We are looking for people with the right attitude, customer focus and willingness to learn. Full initial training, coaching and ongoing support will be provided.
As you develop your skills and demonstrate competency, quality and performance, you'll have the opportunity to progressively take on a wider range of customer activity and more complex cases.
- You’ll receive structured training, coaching and ongoing support across:
- Customer service and communication
- Voice and telephone skills
- Product knowledge
- Contact Centre systems
- Order administration
- Problem solving
- Written customer communication
- Case management
- #J-18808-Ljbffr
Customer Service & Case Management Representative in Knowsley employer: Ccp-Recruitment-4
Join a dynamic team at our Truro Head Office, where we prioritise exceptional customer service and foster a supportive work culture. As a Customer Service Advisor, you'll benefit from competitive salary packages, uncapped commission opportunities, and a range of incentives that promote employee growth and engagement. With a commitment to excellence and a focus on building strong relationships, this is an ideal environment for those looking to make a meaningful impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Case Management Representative in Knowsley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ccp-Recruitment-4. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ccp-Recruitment-4 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service & Case Management Representative in Knowsley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ccp-Recruitment-4:Your cover letter is your chance to shine! Tell us why you want to work at Ccp-Recruitment-4 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ccp-Recruitment-4!
How to prepare for a job interview at Ccp-Recruitment-4
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
