Olivia Henderson

· Provide end-to-end customer service in an omni-channel environment, utilizing Kraken technology.

· Handle a wide range of customer service tasks, including onboarding and offboarding, billing and payments, metering inquiries, broadband services, moves, renewals, retention, hardship support, collections, complaints, and customer education.

· Advocate for customers by educating them on Origin products and tools, ensuring a comprehensive understanding of services.

· Work within an autonomous team, servicing specific customer groups and collaborating on service improvements.

· Provide continuous feedback on opportunities to enhance the customer experience and optimize the use of Kraken technology.

· Handle inbound and outbound customer calls, addressing inquiries, resolving issues, and providing solutions in a timely and professional manner.

· Maintain high levels of customer satisfaction by providing clear, concise, and accurate information.

· Resolve customer complaints and concerns efficiently, ensuring customer retention and loyalty.

· Navigate multiple systems and tools to manage customer data, process transactions, and track service requests.

· Meet and exceed individual and team performance goals, including call resolution time, customer satisfaction scores, and service level targets.

· Collaborate with colleagues and management to improve operational procedures and enhance customer service quality.

· Provide product and service information to customers, ensuring they understand the full range of offerings and how to use them effectively.

· Handle sensitive customer issues with empathy, patience, and professionalism, especially in challenging or high-pressure situations.

· Continuously stay up-to-date on product knowledge and company policies to ensure the most accurate and relevant support.

· Participate in ongoing training and development opportunities to enhance skills and stay aligned with company standards.

• Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
• Maintained high customer satisfaction standards to meet or exceed targets.
• Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
• Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.

• Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
• Drove clients safely to social activities and appointments.
• Developed strong interpersonal relationships with clients, earning their trust and respect through consistent empathy and understanding.
• Supported clients in maintaining a clean living space by assisting with household tasks such as laundry, meal preparation, and general tidying.

· Ensured that all information related to bookings was recorded accurately, including customer charge accounts, client numbers, manifest numbers, customer reference numbers.

· Assisted in tracking customer bookings to point of delivery and advise operations staff and/or customers if delays or problems are anticipated.

· Accurately recorded and distributed KPI data as required.

· Followed up and resolved customer and vendor queries in a timely and courteous manner.

· Developed and maintain excellent internal and external customer relationships.

· Other administrative tasks and support as required by the management team.

· Did quotes as customer requests.

· Organised transport for outgoing orders.

· Organised customer account orders.

· Requested stock from other branches.

· Finalised and organised all paperwork needed for the factory / deliveries going out.