• Providing help and advice to customers using your company services
• Communicating courteously with customers by telephone, email, letter and face to face
• Investigating and solving customers problems, which may be complex or long-standing problems that have been passed on by other customer service team members
  
• Handling customer complaints or any major incidents
  
• Keeping accurate records of discussions or correspondence with customers;
• Analysing statistics or other data to determine the level of customer service that the company provide
• Producing written information for customers, often involving use of computer packages/software
• Writing reports analysing the customer service that the company provides
• Developing feedback or complaints procedures for customers to use
• Developing customer service procedures, policies and standards of the company
• Meeting with managers to discuss possible improvements to customer service
• Delivering a high standard of customer service
• Learning about your company services and keeping up to date with changes
• Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses

Qualifications

• Diploma or Degree with 3 years work experience in the same field
  
• Good communications skills
• Ability to listen and active problem solving skills
• Good interpersonal skills
• Knowledge of relevant computer applications
• Ability to handle pressure