Company Description
Come join us and make a difference in the world!
Discover more at www.necsws.com
Job Description
Note: This is a 7months Fixed term contract working 37.5hrs a week (Mon-Sun on Rotational shift)
The role is to service customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database/work records/filing.
The Customer Care Centre (CCC) agents will be responsible for answering telephone calls from numerous customers from across Europe.
The service will operate between the hours of 06:00 – 18:00, seven days per week
CCC agents will be responsible for ensuring that calls are answered in a timely and professional manner and that calls are resolved by demonstrating a detailed knowledge and understanding of the contract (full training will be provided on the contract requirements).

Key responsibilities will include:

• Determine customer requirements
• Answer inquiries by clarifying desired information; researching, locating, and providing information.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfil requests by clarifying desired information; completing transactions including the taking of payments on line; forwarding requests
• Maintain the customer database.
• Keep equipment operational by following established procedures; reporting malfunctions.
• Update job knowledge by participating in educational opportunities.
• Enhance the NECSWS reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Qualifications

Essential:

• 5 GCSE’s (or equivalent) grade A-C, preferably including Maths, English and Science.
• Excellent telephone skills
• Good keyboard skills
• Microsoft Excel & Word
• Customer Service & Focus
• Excellent Interpersonal Skills including:
• Listening & Verbal Communication
• Building Relationships & People Skills
• Organisational skills to schedule daily/monthly workload
• Interest in working flexible shifts including weekends (part time candidates will be considered)
• Problem Solving & Multi-tasking

Desirable:

• Language skills. In addition to English, the ability to hold business conversations in one or more of the following would be a distinct advantage: Polish, Spanish, French, Italian, German, Romanian, Bulgarian, Ukrainian
• Previous experience in a customer focused role
• Data Entry Skills
• Pre-employment checks required
• Agents who are UK citizens will be put through a BPSS security clearance process.

Additional Information

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

WHO WE ARE:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.
Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.
We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.
We’d love your help. And we’ll support you all the way

• Determine customer requirements
• Answer inquiries by clarifying desired information; researching, locating, and providing information.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfil requests by clarifying desired information; completing transactions including the taking of payments on line; forwarding requests
• Maintain the customer database.
• Keep equipment operational by following established procedures; reporting malfunctions.
• Update job knowledge by participating in educational opportunities.
• Enhance the NECSWS reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments