Your Main Responsibilities

• Answer all calls, with politeness, proficiency, personality and professionalism.
• Answer all calls presented to you within the time limits (SLA) set for the call and handleaccording to the requirements of the customer.
• Respond to all inbound emails in accordance with the requirements of the client.
• Fully understand the ethos of providing highest quality customer service and to deliver this at all times.
• Complete all administrative tasks requested by a client, such as managing and making suitable amendments to directories to ensure client data is current and up to date.
• Taking accurate and detailed messages where appropriate and sending them in a timely manner.
• Possess excellent word processing and IT skills.
• Use our bespoke computer systems proficiently to direct callers to the correct department or person. This may include reading and reacting to on screen prompts.
• Liaise with all other members of the team to ensure an effective service is provided to all clients.
• Support and advise your colleagues where possible
• Undertake any other duties deemed reasonable, assigned to you by your Team Leader, Director of Customer Services, or another Team Leader deputising for them.
• Complete tasks listed on the Team’s Checklist as requested by the Team Leader
• Use active listening to identify customers’ needs, clarify information, and where appropriate provide solutions and/or alternatives.
• Screening phone calls, enquiries and requests, and handling them in line with our client'swishes.
• Adhering to ComXo's confidentiality and data protection agreements regarding sensitive information.
• Maintain security measures; such as allowing people into the building, and adhering to cyber security procedures.
• Ensure all relevant information is logged promptly and accurately for billing purposes.
• Flexibility and adaptability to juggle and prioritise a range of different tasks and calls.
• Maintains safe and clean working environment by complying with procedures, rules, and regulations.
• Use initiative and ask for help when needed; report a problem or concerns to a Team Leader.