Overview

Position Title: Customer Relations Agent

Company: Centrica

Location: Egham, UK

Job Description:

Is passionate about problem solving, thinking creatively to get something fixedCan demonstrate negotiation and influencing skillsRemain composed and professional when dealing with challenging customersAdaptable to change, and flexible in acquiring new skills

Responsibilities:

  • Effectively diagnose, investigate, and resolve customer complaints by internal and external sources to drive effective resolution at the earliest opportunity.
  • Making effective decisions about the best solution for the customer and the business and working closely with customer to educate them.
  • Manage inbound contact from customers alongside end to end management of customer eventsPrevent repeat contact by ensuring full resolution and customer satisfaction.
  • Ensuring payments are collected if customers do have balances outstanding and preventing customers falling into further arrears

Requirements:

  • The primary role is to investigate and resolve Customer complaints end to end, finding amicable solutions whilst treating our customers fairly.
  • Excellent customer engagement and communication skills are a necessity as the role requires both verbal and written communication to customers of all positions within their business.
  • Individuals must have the ability to rebuild customer trust to ensure recovery of business brand.
  • Our customers will be looking to you to fix issues that have been escalated through internal teams, or through our Customer Service Director, our Managing Directors or external third parties (for example the Ombudsman).
  • You will be required to manage all complaints at all stages of the process.