Temporary to permanent opportunities to join an outsourcing contact company. Offering a great working environment and progression within the company.
Job Summary:
To support customers by delivering high quality support on behalf of the client via email, calls & live chat
Key Responsibilities:
Responding to customers general questions relating to their accounts, opening new accounts, campaigns and orders in general in line with agreed service levels
Attend and participate in daily team buzz sessions, led by the Team Leader, to discuss the previous day’s performance against SLA’s / KPI’s
Respond to and take the appropriate action regarding customer complaints whilst balancing the needs of the customer against the needs of the account, recognising the need to escalate when immediate query resolution is not possible
Attend monthly 1:2:1 session with your Team Leader to understand and discuss individual performance in line with required KPI’s and identify progression and development/support needs
To complete all administrative and management reporting accurately and within agreed timescales
To demonstrate an effective knowledge of products and services offered by the account
To act as point of contact for client’s customers and uphold the values of the client at all time
To undertake additional tasks as delegated by the Team Leader or Management Team
To always promote a positive and professional image of the company and clients by always adhering to Company policy and procedures
Person Specification:
Excellent communication skills (spoken and written), including strong spelling and grammar skills
Ability to remain focused and effective in a high paced and high stress environment
Flexible in terms of shifts – working 5 days out of 7 between the hours of 8am – 10pm (40-hour week)
Strong IT, keyboard and use of the internet skills required
Committed to delivery of a consistently high quality of service to the customer
Self-motivated with an aptitude for maintaining enthusiasm and focus
Good team player/self-awareness and focus on self-development
A natural flair for striking rapport with others, excellent listening skills
Advanced influencing and negotiating abilities
Motivated by reaching targets
Able to analyse and match the product to the customer’s needs
Demonstrates a high level of ethical behaviour and will not compromise on integrity
In return we offer:
Full paid training provided (4 weeks)
Paid weekly (£9.50 per hour) holidays are accrued on a weekly basis
Free onsite parking / excellent links with public transport from Liverpool, Chester, Ellesmere Port
Excellent company benefits once permanent