Customer Service Representative

We are seeking motivated and professional Customer Contact Representative to join our growing team. This is a key customer-facing role, predominantly telephony-based, supporting clients and their customers with utility bill management and general queries. You will assist field agents, set up payment plans, process payments, and provide excellent service within a contact centre environment.

Key Responsibilities as Customer Care Representative :

Handle inbound and outbound calls, providing solutions to customers based on their circumstances.

Support field agents in assisting customers and resolving queries.

Update CRM systems with call outcomes, meter reads, and vulnerability information.

Liaise with clients to ensure appropriate resolutions for their customers.

Maintain service levels during team absences and contribute to overall team performance.

Meet and drive performance against Key Performance Indicators (KPIs).

Skills and Experience needed for Customer Care Representative :

Minimum 18 months experience in a call centre or customer contact environment.

Strong organisational skills and attention to detail.

Excellent listening skills and ability to summarise information clearly.

Adaptable, flexible, and able to handle change positively.

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