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Job Purpose
The purpose of this job is to resolve and process customer enquiries, at first point of contact, covering a range of products and services, identifying and understanding customer needs and providing a consistently high quality service to enhance the customer experience and loyalty. This position represents the responsibilities and activities required to resolve those simple, high volume customer enquiries that are common across the product range or to resolve simple specialist enquiries.
Principle Accountabilities
Resolve, high volume customer enquiries that are common across the product range or simple specialist enquiries to deliver customer value at first point of contact
Investigate and resolve routine customer complaints at first point of contact to ensure delivery of an efficient and effective service to the customer
Provide accurate information on products and services to ensure consistency across the organisation and provide a reliable and trustworthy customer service
Promote and sell a wide variety of products and services to increase customer loyalty and complement existing product holdings, using prompts delivered by new technology
Operate and maintain customer related information systems to maintain accurate records and access information to enable work to be processed.
Promote the British Gas business, its products and services to build the highest reputation with its customers
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