England, West Midlands, Coventry - £8 - £9 per hour
Call Centre Operative
Coventry City Centre
£8.50 an hour
37.5 hours working 5 days over 7 day shift pattern to meet business requirements
Please note you must be fully available from August to mid- October and have the ability to work weekends and extra hours at short notice.
Working in a busy fast paced business answering incoming calls from customers to answer enquiries, handle complaints, troubleshoot problems and provide information
Motivated, positive, proactive and enthusiastic approach working various shift patterns in line with company policies & procedures
To accept ownership for effectively managing customer issues, complaints and inquiries keeping customer satisfaction at the core of every decision and behaviour
Meeting daily targets ensuring company KPI's are met and providing the Team Leader with daily updates
Tasks and Responsibilities
*Providing an exceptional level of customer service working to company protocol and Data Protection
* Working to meet service level agreements and targets
*Answer calls and respond to emails within protocol
*Handle customer inquiries both telephonically and by email
*Ensure all generic email accounts are responded to making sure correct information, using generic templates where appropriate and details are given in accordance with policies and procedures
*Manage and resolve customer complaints within timescale and company protocol
*Provide customers with correct product and service information
*Enter new customer information onto system
*Update existing customer information
*Process orders, forms and applications
*Identify and escalate priority issues
*Route calls to appropriate resource
*Follow up customer calls where necessary
*Document all call information according to standard operating procedures
*Complete call logs and ensure all messages left by customers are returned on the same day where applicable
*Produce call reports
*Research required information using available resources
*Demonstrate flexible approach to changes in the working practices and procedures
*Take ownership of tasks assigned and facilitate with attention to detail
*Participate in company annual events and Inductions
*AND such other duties that may be reasonably expected within the role
Educated to A level or equivalent
An appropriate qualification and experience which relates to the role would be advantageous
*Experience of working within a diverse customer environment
*Experience in a call centre or customer service environment
*Experience of providing a high level of customer service with an ability to find a solution to a problem
*Experience of managing large amounts of incoming calls
*Competent in the use of Microsoft Office packages
*Excellent working knowledge of Data Protection Legislation and other related regulations and policies.
*Experience of using databases and spreadsheets
*Target driven with a proactive 'can do' attitude
*Excellent organisational skills required to cope with diverse, cyclical work deadlines.
*Accurate and able to meet deadlines working under extreme pressure.
*Enthusiastic and flexible approach.
*Clear, professional telephone and face-to-face manner.
*Ability to prepare routine correspondence and statistical reports.
*Excellent communication and interpersonal skills to deal effectively and professionally with internal and external customers, both orally and written.
*Ability to work under pressure and on own initiative and to make decisions with minimum supervision.
*Have a sensitive approach to dealing with diverse range of customers.
*Ability to deal with ambiguity and handle difficult situations in a professional, assertive manner
*A clear and friendly telephone voice
*The ability to follow instructions
*Ability to contribute and work effectively as part of a team
*Build sustainable relationships and engage customers by taking the extra mile