Customer Support Representative serving customers with inquiries and orders in USA Sales channel. Collaborating with internal teams and providing exceptional service to ensure customer satisfaction.
About the role
- Customer Experience Advisor delivering excellent customer service at Capita. Management of customer complaints and collaboration with stakeholders to improve experience.
Responsibilities
- Provide world class customer service to your customers and finding complaint resolution on every case
- Working individually and as a team to meet customer/business needs in a responsive and efficient manner, managing escalated problems and performing root cause analysis of any trends identified to drive and improve customer experience.
- Deliver against agreed objectives, Service Level Agreements and Key Performance Indicators.
- Regular Southern Water senior stakeholder interaction up to and including the Southern Water CEO where you are expected to represent Capita in a professional way.
- Attend internal and external meetings and audits
- Providing real-time support to colleagues for queries and problems to ensure all SLA’s are met
- Organising your work schedules and activities.
- Provide regular updates to your line manager on performance
- Review reports daily, weekly, monthly which highlight opportunities for improvement
- Represent the Southern Water brand at all times when dealing with and supporting the team to resolve queries
Requirements
- Excellent communication skills including written as a large proportion of customer and client interactions are written
- Preferential to have experience in a complaint’s environment
- Ability to prioritise workload to meet challenging deadlines
- A self-motivated individual who takes responsibility for both customer and team issues and follows them through to resolution
- A positive and enthusiastic person who shares our vision of delivering excellent customer service every time
- Strong Microsoft skills, including word and excel
- When working from home, you will require a quiet, private and comfortable workspace with a reliable Wi-Fi connection.
Benefits
- 22 days’ holiday
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- Easy access to transport - On Site parking
- On site team building
- Company matched pension, life assurance, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks… and plenty more
- Voluntary benefits designed to suit your lifestyle—from discounts on retail and socialising, to health & wellbeing, travel, and technology
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
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