Main purpose:
Exciting opportunities for Customer Service, Back-Office & Collections Associates, have just become available on our multi-channel (voice, email & correspondence) campaign Total Gas & Power (TGP). TGP is one of the leading energy suppliers to industrial, commercial and business customers in the UK & the Netherlands.

We are looking for high performance individuals, with exceptional communication and analytical skills, to provide our client’s customers with a first class service experience in a contact centre environment. Product training will be provided.

Key Responsibilities:

1. Transaction Processing
Transactions include:
• Contract Cancellation, Contract Move, Meter Read, Welcome Calls, Invoice inquiries, Failed deliveries, Terminations, Change of Ownership & Occupancy, SEPA, Copy Change details, Copy Invoice, Contract, Unknown Inquiries

2. Query Resolution (Voice, Email & Correspondence)
• Performing welcome calls to new customers
• Investigating and responding to a range of customer queries or enquiries on dual fuel portfolios via telephone, email & white mail (letters/faxes)
• Liaising with internal/ external parties to resolve customer queries
• Analysing and interpreting data on the available systems to resolve customer queries and enable billing & collections
• Obtaining and evaluating all relevant information to resolve product and service queries & complaints

3. Data Gathering
• Updating customer and/or company information on all relevant systems

Working Hours:
• The campaign’s operational hours are 08h00 – 18h00, Mondays to Fridays only (working hours may include SA public holidays however not NL public holidays)

Qualifications Required:
• A Matric/Grade 12 Certificate or equivalent with the minimum of a D aggregate in Dutch OR
• A HAVO or VWO Certificate with the minimum of a 6.0 aggregate in Dutch (optional however beneficial)

Experience, Knowledge, Skills and Attributes Required:
• 6 - 12 months relevant working experience in a similar role, within a multi-channel (Voice, Correspondence and Email) customer service /collections contact centre environment
• 6 - 12 months experience working in a targeted, direct contact, credit-control department, with proven high resolution of queries.
• Prior customer service with international clients (especially with the Netherlands)
• Sound interpersonal skills
• High attention to detail and accuracy
• Exceptional administrative skills, with sound follow-through after contact with customers
• The ability to:
- prioritise and manage work flow
-analyse, validate and interpret data/reports
-resolve conflict situations amicably
-solve problems
-multi-task, work under pressure and cope with high volumes of work