Customer Service Representative

Responsibilities:

Customer Interaction:

• Serve as the first point of contact for clients via phone, email, and in-person interactions.
• Provide accurate information regarding our health and social care services.
• Handle inquiries, complaints, and requests in a professional and courteous manner.

Issue Resolution:

• Identify and resolve client issues promptly and effectively.
• Escalate complex cases to the appropriate department or supervisor when necessary.
• Follow up with clients to ensure their issues are fully resolved and they are satisfied with the outcome.

Record Keeping:

• Maintain detailed and accurate records of client interactions and transactions.
• Update client information in the database as needed.
• Prepare and distribute reports on customer service activities and trends.

Communication:

• Communicate clearly and effectively with clients to understand their needs and provide appropriate solutions.
• Collaborate with other departments to ensure seamless service delivery and client satisfaction.
• Keep clients informed about new services, promotions, and updates.

Service Improvement:

• Gather client feedback and suggestions for service improvement.
• Participate in training sessions and team meetings to stay updated on company policies and procedures.
• Contribute to the development and implementation of new customer service strategies.

Requirements:

• Previous experience in a customer service role, preferably in the health and social care sector.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to remain calm and patient in stressful situations.
• Proficiency in using customer service software and databases.
• A genuine passion for helping others and improving client experiences.

Additional Requirements:

• Ability to work flexible hours, including evenings and weekends, as needed.
• Knowledge of health and social care services and regulations in the UK is highly desirable.
• A positive attitude and a team-oriented approach.