Job description / Role
JOB PURPOSE
Reporting to the Team Leader, the Customer Service Representative (CSR) provides effective and efficient service to customers and prospects on all services.
RESPONSIBILITIES
• Understand customers’ needs and determine the appropriate course of action in line with agreed standard operating processes (SOPs) and policies
• Provide a high level of customer service as outlined within the agreed quality standards
• Remain professional at all times – positively influence the customers perception of the company
• Ensure adherence to schedules – delivered hours and schedule hours adherence to be maintained on or above department targets
• Positively contribute to the development of policy and process through effective feedback and communication
• Comply to all Health and Safety and other regulations and highlight any issues as appropriate
• Work with a high degree of personal integrity, treating others with respect to promote a professional working environment
• Perform other work as required and assigned
• Contribute to overall department targets through achievement of Key Performance Indicators (KPIs)
• Registering new accounts
• Administration of existing accounts (i.e. add vehicle, change of address)
• Process payments over the phone
• Set recurring payments (e.g. direct debit) over the phone
• Review vehicle passage images to identify and classify them
• Answer general enquiries over the phone/email/correspondence
• Process Penalty Charge Notices, Appeals and Representations as part of the Enforcement services
• Respond to complaints over the phone/email/correspondence
Requirements
• School leaving certificate or equivalent
• Previous customer service/call centre experience is a must
• Ability to communicate effectively via telephone by utilizing soft skills, active listening, and clearly speaking to customers
• Should be skilled in basic IT skills including Microsoft Office
• Ability to multi-task and with problem solving abilities
• Flexible attitude to work content and hours including willingness to work rotational shift hours
• Resilient, receptive to change
• Self-motivated with a positive attitude
About the Company
Brunel International N.V. is an international service provider specialising in the flexible deployment of knowledge and capacity in the fields of Energy, Infrastructure, Mining, Automotive, Construction, Engineering, High-tech, Manufacturing, Oil & gas, Aerospace, Electrical, Energy & power plant, Finance, IT & Telecome, Legal, Life Sciences & Healthcare, Machinery & plant, Marketing & Communication, Pharma, Rail and Shipbuilding. Services are provided in the form of Talent Resourcing, Global Care and Mobility, Project Resourcing, Personnel solutions, Consultancy, Project management, Co-sourcing (IT), Training, Service and work contracts, Temporary staffing, Resourcing solutions and Talent scouting. Incorporated in 1975, Brunel has since become an International group with a strong global brand. Operation from its own international network of 120 branch offices in 46 countries, we have over 12,900 employees and an annual revenue of EUR 1.0 billion (2019). The company is listed at Euronext Amsterdam N.V. and included in the Amsterdam Small Cap Index (AScX).