Customer Service Agent

The role Customer Service Agent is to take inbound calls from T-Mobile US customers on the general care line. Providing world class customer experience and focus with the ultimate aim of first contact customer resolution.

The target is to ensure excellent service standards and maintain high customer satisfaction.

Principal Responsibilities

• Taking inbound calls from T mobile customers
• Handle the calls and queries appropriately with an emphasis on 1^st call resolution
• Responsible for the delivery of customer excellence and being the interaction between the T mobile client and the customer
• Contribute to Company and Client service level agreements, and delivering a positive customer journey
• Adhering the company and standards and meeting/exceeding KPI’s focusing on 1^st call resolution and call handling time
  • Provide accurate, valid and complete information to customers by using the right methods/tools
• Meet personal/team customer outcome targets and call handling KPIs
  • Keep records of customer interactions, process customer accounts and file documents on the system
  • Ensure commitments made to customers are followed up in a timely manner
  • Handle complaints, provide appropriate solutions within the limit allowed and follow up to ensure resolution
  • Take part in Learning and Development Activities as required to develop your knowledge and skills
  • Commitment to continuous development to improve our customers experience and journey

Skills, Experience & Attributes

• Experience of working in a customer services environment
• Warm & Approachable manner
• Passionate about exceeding customers’ expectations and delivering an outstanding customer experience
• A good communicator, both written and verbal, with proven experience of communicating with internal & external departments, or the ability to demonstrate confidence in this area 
• Experience of Customer Relationship Management  and practices is advantageous  
• A desire to learn, take on board feedback, work independently and as part of a team are all essential attributes to progress within this role 
• Ability to multi-task, prioritise, and manage time effectively

Scope

• This is an agent role
• Relationships:
  • Internal – Operational Departments.
  • External – Clients as appropriate

Work Environment

• Office environment.