Frontline Customer Service Representative

Scope

• Customers who contact the care center
• Responsibility for revenue retention and customer satisfaction.

Purpose of the Job:

• To provide excellent accessibility and first call resolution to customers, and to maximize available revenue opportunities for the business whilst providing an exceptional customer experience.

Key Accountabilities & Activities

Inbound transactions

• To differentiate TNT’s service offering by providing customers with friendly and professional multi-channel communication during every inbound transaction and enquiry and to provide the customers with accurate information based in their needs.
• Answer the care centre available contact channels (telephone, email, web chat, etc in accordance with global service standards.
• Take a proactive approach to customer requirements based on historic transactions available in common CS systems.
• Proactively provide customers with accurate product and pricing information based on their needs.
• Proactively ensure that customers are aware of necessary paperwork and any special instructions.
• Communicate accurate and complete shipments statuses from the common track system.
• Provide first line support on how to use TNT´s self service tools and services (IVR, myTNT, online booking and web services)
• Provide solutions and alternatives based on customer needs.
• Where first call resolution cannot be achieved agree a call back time with the customer in line with agreed timeframes of the Support team or other departments.

Outbound transactions

• To deal with booking exceptions (ad hoc, cross location bookings, dangerous goods, debtor status, awkward freight) in a productive and high quality manner.
• Check collection availability from sending customer and arrange consignment note completion.
• Check exceptions regularly and proactively call customers to advise of collection problems.
• Resolve booking exceptions as required.

Complaint Handling

• Identifies when a customer is making a complaint and follows the agreed global complaint handling process
• Wherever possible aims to resolve the complaint during the first contact with the customer
• When passing the complaint to an appropriate owner ensures accurate and full details are recorded in the
• correct system
• Ensures the customer is aware of who will contact them and when and of what the next steps will be
• If requested passes the caller directly to the appropriate complaint owner for action

Revenue Generation & Retention

• To identify and act on selling opportunities to retain or generate revenue, whilst providing suitable solutions to customers’ requirements.
• Conversion of price and transit time enquiries into bookings.
• Promote premium products and service options based on customer needs.
• Ensures customers are aware of the range of products and services offered by TNT
• Pass unconverted price enquiries to sales via leads with accurate information.
• Identify Special Services opportunities and pass these to SpS or convert to booking as appropriate
• Promote CIT applications and self-service to customers.

Administration

• To ensure transactional information and system entries are completed in an accurate, complete and timely manner.
• Accurately enter the required data into the booking system to facilitate correct and complete consignment collection.
• Record accurate details for the Support team follow-up where first call resolution cannot be achieved.
• Record accurate details where follow up by another department is required.
• Where an enquiry is not converted, ensure all system entries are complete so accurate Sales follow up can occur.

CR and Health & Safety

• Comply with the company'