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Description of duties - · To provide 1st Contact Delight to all our customers external and internal. To promote / demonstrate Contact Centre Values.
- · To handle customer (internal and external) communications (verbal and written) promptly and effectively in accordance with procedures.
- · To keep abreast of any changes in company operations, products tariffs and services which will enable you to identify further opportunities to improve customer satisfaction and retention.
Job description Wage
£14,000 plus performance related bonus
In line with our growth we are currently looking to recruit new customer service advisors for our North Acton contact centre. We are looking for people who have a positive attitude towards customers and customer service, can communicate with clarity (verbal & written), are a team worker, someone who can take responsibility and show good judgement.
Your key responsibilities:
·To prioritise your time to be available to take incoming calls from customers in relation to customer queries/problems
·To ensure that we maximise 1st Contact Delight through SOLVE
·To provide a caring, efficient, knowledgeable and effective interface with all customers at all times
·To update the customer's care notes after every call and use the appropriate documents to enable accurate statistics to be compiled relating to customer calls
·To be completely up-to-date at all times with products, tariffs, procedures and services in order to offer the customer the best advice and support
·To complete all activities in a timely accurate and efficient manner in accordance with procedures and work instructions
·To assist in the administration of procedures and correspondence in order to fulfil the CPW proposition
·To fully comply and remain conversant with all legislative requirements, including Data Protection Act, Financial Services Authority (FSA) Regulations, Sale of Goods Act.
·To have full understanding and knowledge of the relevant systems.
Daily Duties
·Taking Calls
·Care Notes
·Product Knowledge
·Team Meetings
·Administration - responding to e-mails
·Porting MNP
·Mviva, Ringtones and Logos
·Promotions
·Voicemail, SMS, Phone function queries
·Systems use
·Network and Supplier contact
·Missing repair/delivery
·Connections & Reconnections
·Disconnections process
·Escalating appropriate queries to relevant manager
·To carry out the non target based selling of Carkits and Carkit Accessories (Installations only)
You will need 5 GCSE's including Maths and English and have previous experience in dealing with people
Hours
FT - The Contact Centre is open 7 days a week from 8am to 8pm with shift patterns. All full-time Advisors must be available to work weekends and some evenings to meet the needs of our customers.
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