Customer Service Representative (Contract)

Our client a leading Energy Company are currently recruiting for a Customer Service Representative on a contract basis based in Glasgow City Centre.

This role will be office based.

Shift pattern will be:

Wednesday 19:00-00:00
Saturday 09:00-19:00
Sunday 10:00-20:00

Accountability Statements:

Handling all inbound contact from customers, (email, SMS, voice alerts, social media, IVR etc) no matter the channel, relating to Faults & Emergencies
Responding to rapidly changing incoming contact volumes in various situations.
Undertaking outbound contact management responsibilities with customers throughout their journey. This includes updating F&E messages, using various media channels (email, SMS, voice alerts, social media, IVR etc).
Working with various Staff to identify and support vulnerable customers and being aware of related process and procedures.
Dealing with difficult customers/ complaints and ensuring customers are provided with a high standard of service.
Being aware of safety issues/ critical call process and the required process/ actions. Responding calmly and efficiently to communicate essential advice to customers.
Completing a variety of infill work tasks whilst being available to respond to call answering.

Skills, Knowledge & Experience:
Previous experience of working in a customer service environment
Customer complaint handling skills
Knowledge of Call Taker/ Faults & Emergency procedures advantageous.
Flexible approach to working hours as part of the Emergency operations, this site is open 24/ 7/ 365