SKILLS AND EXPERIENCE

1. Motivated by being a team player with a common goal
2. Previous experience in a similar role with proven track record
3. Customer focused and resilient
4. Self-motivated
5. Previous experience with Kerridge, Drive, Pinnacle (DMS/CRM Systems) - Optional
6. Target and process driven
7. Excellent in-/outbound ability
8. Conversational & able to build rapport with customers
9. The ability to build & maintain good client relationships
10. Computer Literate in MS Office applications

QUALIFICATIONS

1. Contact Centre qualifications or previous experience in a similar role
2. Customer Service qualifications or experience in a similar role

JOB PURPOSE

To support the Contact Centre Manager with client contracts in the delivery of all campaigns assigned
Key Performance Indicators
1. Offered / Answered: <95%
2. Abandoned Rate: >5%
3. Missed Calls: >1%
4. Unavailable Time: >15%
5. Delivery of all campaigns on time and within KPI’s meeting or exceeding conversion rates
6. WIP and Call Quality for agents

ROLES & RESPONSIBILITIES

1. Talking to customers about products & services – Verbal & Online, Inbound & Outbound
2. Creating appointments and generating leads
3. Accurately maintaining and updating various systems
4. To handle customer enquiries and queries promptly and efficiently
5. Building lasting relationships to ensure repeat business
6. Providing first class customer service
7. Representing the company brand effectively and respectfully
8. Training and Coaching new team members on client processes
9. Supporting the team with general queries
10. Supporting the Contact Centre Manager with allocation of daily tasks to ensure the team deliver on KPI’s
11. Ability to handle more complex customer enquiries efficiently
12. Quality Assurance – checking the quality of work across the team and providing feedback as part of the team’s development
13. Key point of contact for specific clients for daily operations