Your part in our journey
Your role will be to provide first class, friendly and outstanding professional service to Shell Energy Broadband customers. Joining our team will allow you to contribute to service level excellence and with a ‘first contact resolution’ mindset will help you to resolve and investigate a variety of queries, ensuring new customers have a smooth transition in joining Shell Energy. Demonstrate excellent customer service consistently through inbound and outbound service calls. We diagnose and resolve faults using a range of systems and tools, focussing on putting the customer first, efficiently managing any follow-on contact through outbound calls to customers Handling and resolving both service queries and complaints, ensuring a swift resolution, whilst providing clear explanations and meeting customer expectations. Dealing with a range of technical queries, exploring root causes and adhering to fault diagnostic processes to ensure ongoing technical support for customers. Amend customer packages, including additional products and understand all compliance implications and requirements. Ensuring all customer promises have been met and followed up efficiently, adhering to process and policy to promote a smooth customer journey.
Your part in the team:
Customers don’t always call us when they’re happy and may be upset and frustrated, however our team pride themselves on turning these types of customers into promoters of the Shell Energy brand. Taking call after call can be tough, but the reward of effectively solving problems, demonstrating resilience and the recognition from our customers are the reasons why our team loves what they do.
What you’ll need to help you make the best of the role: Strong verbal and written communication skills, with great attention to detail. Able to adapt to change positively and establish excellent customer relationships. Professional, friendly and engaged telephone manner. PC literate, and the ability to manage and navigate multiple systems easily and accurately. A good and consistent typing speed. Great problem solving ability, employing appropriate listening and questioning techniques to identify our customer’s needs, resolving queries and complaints with speed and efficiency. Experience of working in a target driven environment to a high standard. The ability to identify the root cause of technical problems, taking ownership and demonstrating consistent resilience when providing customer service excellence. Top-notch troubleshooting and problem-solving skills. Experience in dealing with customer’s complaints, diffusing difficult situations and resolving complex technical issues. Openness to feedback and the want to do right by the customer. Highly organised with good time management skills. Contact centre experience.
Our Core Values:
We Care about each other, our customers and the Environment; every day;
We Deliver on our promises and believe in what we do;
We Embrace differences and value the diversity in views, ideas and backgrounds of each other and our customers.
We Evolve our thinking and challenge ourselves to be better
- Education Level
- Working hours per week
- 4 - 40
- Type of Contract
- Casual / Part Time Jobs
- Published at
- Profession Sub-category
- Customer Service
- Full UK/EU driving license preferred
- Car Preferred
- Must be eligible to work in the EU
- Cover Letter Required