EDUCATION:

Educated to GCSE standard – 5 subjects attained at C level

EXPERIENCE & KNOWLEDGE:

1. Must be able to evidence experience within a customer service environment either working face to face with customers or call centre based.

2. Excellent communication and interpersonal skills

• Articulate communicator
• Excellent Listening skills
• Excellent telephone manner

1. Excellent computer skills

• Experience using Google based packages
• Experience of using the Internet

1. Attention to detail
2. Able to retain knowledge and understand multiple processes

1. Customer Service

• Handle all incoming calls (customer queries/contacts) efficiently and professionally, ensuring customer satisfaction at all times and service level agreements are met.
• To promote the Clients goods and services as required via outbound calling for new accounts, in line with department and individual targets and service levels (not sales driven).
• Ensure that knowledge of products, services and procedures is comprehensive and up to date and identify areas where additional training may be required to ensure continued quality and productivity.
• Operate contact centre equipment and operating systems proficiently and in line with internal policies and procedures.
• Whilst on the telephone or when writing to a customer represent the company in a professional manner at all times, using internal guidelines, complaint documentation and expertise where necessary.

1. Team Working

• Achieve and maintain individual performance standards to help meet departmental objectives and organisational service level agreements.
• Share and discuss ideas with manager and/or colleagues about where working practices could be improved, and where practical or appropriate, assist in implementing changes

1. Other

• Attend and participate in monthly team briefings, training workshops and update briefings as and when required, and to prepare information and collate action points as appropriate or requested
• Carry out any other tasks or duties as may be set from time to time.