ATTRIBUTES:

• Excellent interpersonal & verbal communication skills with the ability to liaise with a diverse group of retailers.
• A well-organised individual who is self-motivated and confident and can work well, even when under pressure.
• Someone who possesses a flexible approach to work and welcomes and adapts easily to change.
• Ability to work as an individual but also as part of a team
• Ability to use initiative when needed and take the lead.
• Someone who works well without close supervision after full training.
• Ability to work within set guidelines and follow procedures.
• A good listener who can quickly identify the issue and provide accurate guidance on its resolution.
• Tenacious in seeking the resolution of issues / problems.
• Strong time management, organisation and prioritisation skills in order to successfully meet deadlines and control own workload.

Candidate Requirements:

• Previous experience of working within a busy customer service environment.
• Previous telephony experience
• Experience of answering telephone queries effectively and working within tight deadlines.
• Competent use of Microsoft systems (especially Excel) and other planning tools
• Experience of dealing with internal and external customers ensuring that customer satisfaction is achieved at all times.
• Used to working in a fast paced environment that can at times be demanding.
• The ability to work weekends on a rota basis

THE ROLE

To provide professional, comprehensive & flexible outbound call and administrational support to the Parcels team.

MAIN RESPONSIBILITIES:

• Undertake outbound calls to existing and prospect retailers to reduce non-compliance.
• Support internal and external colleagues by undertaking outbound calls and handling escalations effectively.
• Provide thorough training to retailers to reduce non-compliance and better understanding of terminal processes.
• Ensure queries, issues and complaints are resolved in a timely manner, within agreed SLAs, escalating when required.
• Handle queries relating to site change of ownership, installs, decommissions and suspends in a timely manner.
• Deal with queries from newly established or test clients.
• Issue training to new starters and existing colleagues when required.
• Prioritise workload effectively, achieving agreed targets and objectives.
• Implement excellent retailer, customer and client care at all times.
• Portray a positive image of the company always maintaining a professional manner when communicating with retailers, customers and clients.
• Build and develop strong working relationships with retailers.
• Support other Retail Operations functions with ad hoc outbound/inbound calling projects and administrative work as and when required.