Description
Your role as a Customer Service Colleague is to provide pro-active, front-line support to our business customers placing orders. After each interaction, our customers should feel like they have spoken to someone they can place their trust in, who has the tenacity to see their enquiry through to resolution.
Key Responsibilities
- Pro-active and reactive management of customer orders by telephone, email or any other appropriate media.
- All customer query handling, ensuring correct recording of queries on our in-house IT systems.
- Liaising with all other departments to ensure all queries are resolved within strict SLAs.
- Providing advice and technical support on all products and services offered.
- Providing up to date information on the progression of order and individual products contained within it.
- Taking ownership for the resolution of client escalations by pro-active query management.
- Manage both inbound and outbound telephone calls
Skills, Knowledge & Expertise
- 3+ years in a contact center experience
- Have excellent professional communication skills and be customer focused, with a positive, can-do attitude.
- Have previous experience working in a customer focused environment
- Have key understanding of the industry and conveyancing process
- Good IT Skills, able to become competent in bespoke systems quickly
- Have the drive to learn and develop in-depth knowledge of all products and services supplied to our customers
- Understand the need for processes and be able to follow the query handling, complaints and escalations process with accuracy and attention to detail
- Work to achieve and exceed SLA’s and KPI’s in the department and wider business, working together with your team to meet targets.
Job Benefits
At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.
Do you share our DNA?
- We ask how tomorrow can be better than today
- We are passionate about solving our customer's challenges
- Our ideas break boundaries
- We value different perspectives and encourage dialogue
- We take ownership and celebrate together
About Dye & Durham
Dye & Durham is a global leader in legal technology. The company’s three categories of integrated solutions – practice management, data insights and due diligence, and client onboarding – give solicitors the essential tools they need to run their firms, from client acquisition to case management and legal accounting, and everything in between.
Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort.
Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort.