Account Manager x 2 (full-time & part-time)

Spark Energy
Posted

  • Sector: Sales
  • Location: Selkirk
  • Hours: Full Time Permanent
  • Contact: HR

To take ownership of and resolve customer enquiries in line with operational Key Performance Indicators e.g. call handling, retentions, customer conversions and service quality

To handle customer enquiries to First Contact Resolution

To be aware of other services which may be associated with an enquiry and offer additional information and advice as relevant

To promote and guide customers in the use of using our products and services as appropriate

To use systems to accurately and promptly log and process all enquiries through to customer satisfaction

To provide information and guidance on processes, procedures and guidelines according to best practice

To maintain confidentiality and escalate enquiries/complaints as appropriate.

To keep up to date with applications, tools and information relating to the Spark customer service to ensure appropriate and timely information is given to customers.

To provide support and assistance to other team members, and provide cover as and when directed
To receive and record payments in compliance with guidelines

To complete correspondence confirming actions taken or advice given, as a result of enquiries dealt with

To comply with data protection policy

Problem solving and case management

Ongoing communication with the operations team

Essential

Ability to listen to customers and record all relevant information provided
Ability to maintain composure and deliver a professional service when telephone callers become difficult, abusive or distressed customers
Demonstrates excellent customer care skills by seeking to understand the needs of customers and building rapport
Ability to solve problems and learn new processes quickly
Ability to work as part of a team
Communicates effectively by telephone using clear, plain English
Flexible and willing to adapt to changes in the workplace
Comfortable taking responsibility for their own performance and development
Candidates must be comfortable working within a small, rapid growth business where flexibility, a positive attitude to change and an ability to work around any limitations is sought.

Desirable

Previous experience in a Customer Service environment           
Qualification(s)/Technical Skills/Abilities

Essential

Minimum Standard Grades/GCSE educated in Maths and English
Excellent verbal and written skills
Good general PC skills including Microsoft Office

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