Overall Job Purpose
This position offers you the opportunity to work alongside one of our high profile clients who specialise in internet based searching and video sharing platforms. To support the aims and objectives of arvato services ltd. by delivering high quality customer service and support to clients’ customers via the appropriate medium, e.g. telephone service, emails, at all times in line with agreed business procedures.
Duties and Responsibilities
- Identify and respond to the needs of customers by resolving queries at the first point of contact via appropriate medium and in line with agreed service levels
- Complete all administrative and data entry work accurately and within agreed timescale.
- Respond to and take action regarding customer complaints balancing the needs of the customer against the needs of the account whilst recognising the need to escalate when immediate query resolution is not possible
- Demonstrate an effective knowledge of products and services offered by the account
- Ensure that that the Team Leader is kept informed of all relevant customer service, quality or system issues
- Undertake additional tasks as delegated by the Team Leader
- Promote a positive and professional image of arvato services LTD to clients and others at all times by adhering to Company policy and procedures
- Excellent telephone manner, with the ability to build a rapport effectively
- Proven experience within an order processing and customer focused role
- Confident in dealing with customers, with good interpersonal and communication skills
- Experience of objection handling and demonstration empathy
- Strong IT skills (Microsoft Word, Excel, Outlook)
- Good attention to detail and to be accurate in detailed tasks
