Inbound Customer Service Representative
We are currently seeking candidates to work within a large, outsourced contact centre based on the Wirral. You will be handling inbound calls and emails responding to enquiries, overcoming challenges, resolving, and de-escalating complaints by providing information and insight to the customer.
This role is subject to a DBS CHECK
Main Responsibilities:
To process a high volume of customer service enquires accurately within handling times, ensuring all enquiries are dealt with in-line with our quality assurance requirements
To ensure all processes and procedures are fully adhered to, satisfying the customer’s request to the highest standard and within service levels
To consult with colleagues, where required, to resolve customer queries
To deliver first class customer service, promptly handling all calls received with strong customer relations and actively promote the client’s brand and its values
Establish and maintain the highest level of customer care and delivery standards ensuring customer queries and complaints are addressed in a prompt, friendly and professional manner and where applicable directed to the relevant department if required
Skills & Experience required:
Committed to delivery of a consistently high quality of customer service
Excellent telephone manner and clear verbal communication skills
Excellent listening and questioning skills
Confident personality and skill in striking rapport with the customer
Goodkeyboard competence and computer literacy skills required
Ability to write in a clear and effective manner, e.g. raising cases which cover complex situations, clearly and concisely
Self-motivated with the ability to work without supervision and able to maintain enthusiasm and focus within a process driven/routine environment
Understanding of retail customer service and / or retail sector
Ability to suggest improvements to processes to drive customer service efficiencies
Confident enough to hold a conversation with the customer and pay attention to detail rather than relying on a script
A strong work ethic
Good team player
What benefits will I receive in return?
Full training provided (up to 5 weeks)
Weekly Pay (£9.50 per hour)
Onsite subsidised café and free staff WIFI
On-site Parking Facilities
Weekly holiday accrual (based on a 40-hour week)
A supportive working environment with a sociable team culture
Regular training and feedback to enable you to manage your goals
Opportunities for career development and progression