Caroline Morfitt Capita

09/01/2017 – 20/06/2017, Customer Experience Advisor, Capita I worked as a customer advisor for Capita in busy Southern Water contact centre. I answered all customer service enquiries related to Southern Water, set up direct debits, explained bills and resolved  complaints. I ensured customer satisfaction targets are met. I impressively exceeded monthly customer satisfaction, hold, wrap up targets. I offered excellent customer service to clients going that extra mile and offering them relevant water tariff, saving them money or resolving their query by listening to them and making sure they did not call again about the same query. I took part in monthly huddle meetings where we discussed how to improve our performance and learnt new products introduced. I recalculated water bills, explained bills to the clients , analysed their water usage, changed their tariff to better water tariff depending on their personal circumstances, transferred them to other departments, sent them copy of their water bills, set up repayment plan if they had financial difficulties, processed payments, set up direct debits,  logged and resolved complaints to their satisfaction, dealt with internal departments, listened to customers and manager feedback and improved my performance.  I quickly and effectively adapted to contact centre changes and learnt about new products with enthusiasm and can do attitutde.  I offered sympathy and caring attitude to customers and remained calm working under pressure.