**Overall Job Purpose**
To deliver an excellent customer experience to our customers every time, ensuring first contact resolution, addressing the primary reason for the customer contact using all their skills and knowledge. The Customer Representative will ensure engagement with the customer to draw their attention to other suitable products available that could improve their customer experience and create a sales opportunity where appropriate.
The Customer Representative will deal with a variety of different customer call types as required to ensure that the D&G; is represented in line with our processes, values and behaviours.
The Customer Representative has ownership for the customer experience and will as appropriate feedback to improve the journey in a positive and ethical way.
**Person Specification**
**Skills**:Essential =>
- Excellent communication skills with the ability to adapt tone and pace as required
- Ability to multi-task and adapt to change as and when required
- Solution focussed
Desirable =>
- Ability to drive high quality sales appropriately
- Able to sell compliantly adhering to verification guidelines
- Ability to work within regulatory guidelines offering excellent customer service.
Knowledge:
Essential =>
- French native
- Understanding of excellent customer service delivery factors that enable sales.
Desirable =>
- Understanding of First contact resolution
- Understanding of up-selling and cross-selling
- Understanding and use of contact centre computerised systems (e.g. Genio, Cognos, etc)
**Experience**:
Essential =>
- Customer service experience
Desirable =>
- Customer service experience in a call centre environment
- Experience of up selling and cross selling
- Experience of working successfully towards targets with measures
- Objection and complaint handling.
- At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey._