Job Description

First Line Customer Service Representative to act as first point of contact for all incidents. It is their responsibility to ensure all incidents are understood, logged, resolved or assigned to other team members for resolution.

Key Responsibilities

• Log all incoming incidents accurately and ensure sufficient information is recorded.
• Check customer and contact / product details are correct while logging incident.
• Inform user of how incident will be resolved or handled, following up with user where required.
• Resolve incidents if appropriate by using knowledge and procedures.
• Assign incidents not resolved to the appropriate team members.
• Provide point of contact for user updates.
• Escalate incidents where appropriate.

Qualifications/Skills Required

Qualifications: Education to at least GCSE standard

Experience: Experience needed, call centre / customer
service experience would be an advantage

Work Based Competencies:
The applicant must have a professional telephone manner, and must be able to communicate effectively to customers and other members of the team. The applicant must be IT literate, and fully competent within Microsoft Outlook.

Behavioural Competencies:
The applicant must be able to identify problems and work together with a team to find solutions. The applicant must be able to communicate effectively in oral conversations and written communications, in order to gain information from both customer and fellow staff members in order to solve a variety of problems.