Job Purpose

Reporting to the Contact Center Supervisor, the Customer Service Representative (CSR) provides an effective and efficient service to customers and prospects on all services.

 

Responsibilities

  • Understand customers’ needs and determine the appropriate course of action in line with agreed standard operating processes (SOPs) and policies
  • Provide a high level of customer service as outlined within the agreed quality standards
  • Remain professional at all times – positively influence the customer’s perception of Emovis
  • Ensure adherence to schedules – delivered hours and scheduled hours adherence to be maintained on or above department targets
  • Positively contribute to the development of policy and process through effective feedback and communication
  • Comply with all Health and Safety and other regulations and highlight any issues as appropriate
  • Work with a high degree of personal integrity, treating others with respect to promote a professional working environment
  • Perform other work as required and assigned
  • Contribute to overall department targets through the achievement of Key Performance Indicators (KPIs)
  • Assist customers in registering new accounts
  • Administration of existing accounts (i.e. add a vehicle, change of address)
  • Process payments over the phone
  • Set recurring payments (e.g. direct debit) over the phone
  • Review vehicle passage images to identify and classify them
  • Answer general inquiries over the phone/email/correspondence
  • Process Penalty Charge Notices, Appeals, and Representations as part of the Enforcement services
  • Respond to complaints over the phone/email/correspondence

 

Requirements

  • High School Diploma or equivalent
  • Previous customer service/call center experience desirable
  • Ability to communicate effectively via telephone by utilizing soft skills, active listening, and speaking clearly to customers
  • Should be skilled in basic PC skills including Microsoft Office
  • Ability to multi-task and possess problem-solving abilities
  • Flexible attitude to work content and hours including willingness to work rotational shift hours
  • Resilient and receptive to change
  • Self-motivated with a positive attitude