Customer Service Ambassador at Ten Group

Description
You will be responsible for efficiently handling inbound telephone calls and email contacts from members. You will need to engage with the member to understand their needs, interests, and requirements in order to promptly complete transfers to the appropriate department. As a member of the front-line team you will create outstanding confidence in the service ensuring high levels of member satisfaction with the initial contact with the Ten Group service.

You will be highly expert and knowledgeable about the full range of services offered by Ten and will use your superb communication skills to speak to members in a way that is beneficial for the member and sustainable for the business.

Key Responsibilities:

• Be available to receive inbound telephone calls and emails from members. Identify the purpose of their contact and respond and/or transfer the enquiry to the relevant team as appropriate.
• Identify members with specific and current requests and efficiently transfer them to the appropriate specialist in the right team.
• Engage with members and get to know them so you can better understand their needs, interests and requirements to best handle their enquiry.
• Ensure members are fully aware of the range of services we offer and identify those that are particularly relevant to them.
• Gather feedback from members on their experience of the service and ensure that it is reported appropriately to the correct department.
• Participate in specific strategic campaigns across the business.
• To promote a certain offer/benefit to the member who has been targeted for a specific reason.
• To educate the member on other areas of the service where appropriate so that they maximize their use of the service
• To grow your knowledge of one (or more) specialist areas of our business so that you can display your expertise and add value to the member’s experience.

Competencies:

• Strong planning and organisational skills
• Results orientation
• Member focus
• Adaptability
• Teamwork
• Initiative and Pro-activity
• Attention to detail/accuracy
• Positive Outlook and Self-Confidence

Requirements

• At least 1-3 years of relevant work experience
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills
• Passionate about engaging with members
• Administration and planning
• Computer literacy - Word, Excel, PowerPoint, Outlook