Caroline Morfitt Capita

27/05/2014 – 02/10/2015, Customer Advisor, Capita,My main duties were to enter meter readings, change tariffs and explain electricity and gas bills in Npower contact centre exceeding monthly customer satisfaction, wrap up, hold time targets and providing oustanding customer service.  I had to have a polite and efficient telephone manner to be able to deal with enquiries from customers requiring me to have excellent product knowledge.
I typed notes on what customer was saying with great accuracy, maintained high level of confidentiallity, recalculated gas and electricity bills giving customer correct oustanding balance, explained clearly their electricity bill usage, changed their tariff to better one to save them money, offered Warm Home Discount and other relevant products depending on their personal circumstances. I processed payments, set up direct debits, sent copy of electricity and gas bills, logged and resolved their complaints, transferred them to relevant departments, liaised with existing departments, set up repayment plans if customer struggled to repay bill., I reached monthly direct debit targets and score card targets for breaks customer satisfaction, wrap up, hold time, accepting feedback from customers and manager and improving my performance.