Customer Services Representative (Learnership) at Capita

Job Description:

In this role you will be responsible for completing interactions with our customers by resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up to ensure resolution. You will be focusing on troubleshooting technical challenges, general customer support, and offering new products and services where relevant to our customers.

RESPONSIBILITIES

• Supporting customers across the wider Hive business.
• Provide world class customer service to both new and existing customers.
• Provide Sales support to customers.
• Continual learning of Hives product/service
• Promote and sell Hive products to new and existing customers
• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries whilst delivering customer service excellence
• Contribute to the workstream to deliver objectives to agreed business targets (including sales growth, quality and compliance)
• Deliver accurate information on products and services to ensure consistency across the organisation and provide trustworthy customer service
• Identify and understand customer needs in order to provide a consistently high-quality service 
• Escalate any queries, complaints to the relevant business units to ensure they are handled and resolved in a timely and professional manner
• Increase customer retention, loyalty and build a credible reputation
• Comprehend and adhere to the company and department standards, policies and procedures
• Contribute individually and as a member of a team to ensure service levels meet agreed client and internal standards
• Deliver a quality service to all customers and third parties to ensure customer and client satisfaction
• Achieve and deliver effective level of personal work, activities and high level of performance to meet individually set objectives
• Identify and contribute to self-development to enhance individual and departmental performances within client/company procedures and policies
• To actively support through own knowledge or by recognising the need for specialist support in the areas of legal and regulatory compliance to meet best practise and company policy
• Take ownership of self-development to help drive personnel
• Adhere to HR policies and procedures as set out in individual contract and staff handbook
• Drive revenue generation capability to increase revenue for Clients
• Being the ‘Customer Champion’ you will challenge existing process/systems that stand in the way of driving customer delight, by placing our customers at the heart of everything that we do
• Using call centre systems competently to keep both customers’ accounts and own records accurately updated
• Acts as a mentor to support and develop less experienced colleagues.