CUSTOMER RESPONSE AGENT - Swedish Bilingual

We are recruiting a Bilingual Swedish / English customer response agent for our Large client based in Ashford, who provides effective communication, logistics and promotional solutions to a wide range of UK and international organisations.

Flexible Shift Pattern 8am – 8pm 7 days per week, 3days on 3 days off

JOB DESCRIPTION
Responsibility for the incoming calls and customer service queries received from customers. This will include providing a first point of contact service for queries from new and existing customers.

Providing front line technical support for customers.

You should be enthusiastic, approachable, positive, supportive & professional at all times, with the ability to develop strong relationships with people of all levels and experience, and willing to learn any new skills required to fulfill and develop the role.
Maintaining various client IT systems.
Feedback to the Team Leader any issues, training needs or changes that relate to Response Centre clients.

The workload will vary, and you will be required to handle telephone inbound & outbound, data processing, customer service and financial queries and reporting as directed by the Team Leader.

A large part of this role is direct communication via email and telephone with the client, so a high level of communication skills are required.
Other jobs as requested by the team leader will fall under this role.

KEY RESPONSIBILITIES
o Being the first point of contact for any inbound calls received from Customers.
o Providing IT support and reporting.
o Providing written and verbal responses to customer account queries.
o Assisting and supporting other areas of the team where appropriate.

o Identifying potential system and service enhancements.
o Identify trends in customer enquiries, training/team issues and escalate any wider issues to the bureau supervisors.
o Any other Tasks within the appropriate levels of responsibility or as directed by the supervisory team.

SKILLS
o Ability to deal with people in a manner which shows sensitivity, tact & professionalism – External & Internal Customers alike

o Must have a good knowledge either through experience or personal interest in technology or wireless communications.

o Be able to meet targets and deadlines.

o English language skills, both verbal and written.

o Confident telephone manner

o Adaptability when learning new & contemporary approaches to working
o Be emotionally resilient and be able to work in a challenging environment
o Ability to work under pressure
o Strong time management, follow up and organisational skills.
o Have experience in customer service and or sales/account retention.
o Flexible approach to working
o Excellent call handling skills