Call Centre Agents

Description:

Reporting to the Team Leader
Role Summary:
Support and provide superior customer care service via phones and web enquiries to handle and resolve complaints, provide information in response to inquiries, both as a receiver and caller.
Key Work Outputs and Accountabilities:
Customer Service Complaint Handling Web & Chat Outbound Customer Feedback Support ( Performance indicator)
Call monitoring indicators
Telephony Performance
Volumes of Inbound calls handled
Volumes of outbound calls
Average duration of calls
Accuracy of log updates
Complaints
Customer satisfaction
Average speed to completion
Call monitoring Scores
Speed of responses to emails
Email response accuracy
Chat quality and responses
Obtain scores for service provided and detailed feedback

Requirements:

Qualifications and Experience:
Tertiary Education in a related field advantageous
Minimum of 5 years experience in a similar role
UK Customer Call Center experience essential
Evidence of sufficient experience to demonstrate ability
Strong value in customer service
Good initiative and judgement skills
Team player
Familiar with Data Protection
Communication skills both verbal and written including excellent telephone manner
Ability to work in a hybrid environment
Skills and Competencies:
Passionate about delivering excellent service to every customer.
Does what they say they will do to delight customers and achieve the company's goals every day
Understands the customer better than anyone
Ensures all activities and decisions make life better for customers
Communicates well.
Keeps colleagues and customers informed about changes that affect them
Listens to people’s needs and concerns, and acts on the feedback
Is honest, focused and straightforward in conversations
Work together to deliver great results.
Treat colleagues with respect and recognise everyone has an important contribution to make
Take ownership of and effectively manage customer relationships