Customer Service Executive

Key Accountabilities:

• Assess maintenance issues, review procedures and make decisions utilising all relevant

resources available to ensure appropriate action is taken.

• Completion of assigned tickets as required.
• Carrying out all duties in line with client procedures.
• Communicating with outsourced support/clients /residents and internal teams on issues

and actions taken. (Where appropriate to do so, refers clients/Property Managers to

more experienced Property Managers or Supervisors where information sought is beyond

current knowledge level or where a client escalation procedure is documented).

• Providing relevant, timely and accurate information to client and caller where

appropriate.

• Answering all calls appropriately (vary greeting, client specific), representing the client in

a timely, professional and courteous manner. On outbound calls, offers clear introduction

explaining the client they represent and the reason for their call.

• Information gathering logs all relevant detail, e.g. contact details, nature of the call,

action required etc. Endeavouring to capture all relevant information succinctly and

accurately. Confirms as required with caller to ensure all information is logged accurately.

• Responsible for maintaining a high level of professionalism and working to establish a

positive rapport with every caller.

• Contacting company/client suppliers to instruct on action required and obtain status

reports.

• Work with the Management Team to stay updated on product knowledge, systems and

be informed of any changes in company policy.

• Staff may be allocated a variety of call types/tasks, clients etc. or may be focused on a

sub-set of these.

• The list of accountabilities above illustrates the work of a Customer Service

Representative but is not exhaustive and other duties may be allocated in line with the

Role & responsibilities

Preferred candidate profile

Skills:

• Ability to remain professional and courteous with callers at all times in a fast-paced

environment.

• Effective Communication, communicates information clearly and accurately both written

and oral.

• Excellent listening skills and the ability to demonstrate empathy.
• Attention to detail, accurate data entry.
• Problem-solving, can-do attitude attempts to resolve problems that occur on a regular

basis and endeavours to manage more complex infrequent problems seeking assistance

when required or referring to shift supervisor for reallocation where scope of issue is

beyond current knowledge. Uses judgment to assess exceptions and refer to

management where appropriate or unsure

• Ability to multi task, prioritise and manage time effectively.

Perks and benefits

- OT for extra hours

- Medical Insurance facility on confirmation.

Experience:

• Previous experience in a BPO/ Call centre handled Escalations or a team leader level.

Good knowledge of customer service/contact centre or property management related

background desirable though not essential.

• Earlier worked with UK market and familiar with their geography, culture and accent.

Attitude and Behaviour:

• Follow up with callers as required and appropriate in a timely manner.
• Be a supportive and flexible team player.
• Willingness to learn and proactive in doing so (keeps pace, acquires knowledge and skills

as the need arises).

• Ability to remain calm under pressure.