PCMS

Recruitment

JOB TITLE: Customer Services Agent

DEPARTMENT: Contact Centre

CURRENT JOB HOLDER: Contact Centre

DATE: 03/04/2008

OVERALL PURPOSE OF JOB:
To provide an efficient and effective telephone support and data entry service on behalf of the Company. This post will involve the successful applicant playing an integral role in Customer satisfaction. You will be required to work with a number of databases in order for you to successfully handle inbound queries whether they be written or verbal. Your role will require you to be flexible as we ask all staff to be multi skilled and work with a number of our clients. Flexibility may also be required in working hours, if business requirements change.

KEY INTERNAL CONTACTS:
Contact Centre Staff

KEY EXTERNAL CONTACTS:
Customers Members of public

PRINCIPLE TASKS:

• Deal with customers' telephone enquiries, in a courteous and appropriate manner.
• Update and maintain an accurate computerised database.
• Completion of necessary documents at all times.
• Assist in the general running of the office in relation to performing filing, photocopying and general office duties.
• Maintain a professional profile at all times with colleagues, clients and visitors.
• Undertake other duties appropriate to the requirements of this post, as and when required.

Challenges:
The most difficult part of the job is assessing the needs of callers, ensuring that their problems are resolved without delay. This requires tact, diplomacy and understanding, particularly when dealing with difficult or irate callers.

This is not an exhaustive list of duties and the post holder may be requested to undertake additional duties as required.

JOB REQUIREMENTS:

Required:
none

Desirable:
none