Contact Center Agent - Ipswich, United Kingdom - eTeam

    eTeam
    eTeam Ipswich, United Kingdom

    2 weeks ago

    eTeam background
    Description

    Job Description

    Job Title: Contact Center Agent

    Contract: 03 Months

    Location: Ipswich, UK- Onsite

    The Role:

    Working in a busy call centre, within a friendly and professional team. You will mainly be taking inbound calls relating to a variety of occupational pension schemes. You may be required to answer queries via email and be asked to provide support to the administration and customer service team.

    Performance Objectives:

    Excellence


    • Forward on escalated calls in the correct manner


    • Maintain and develop knowledge of pension schemes

    People


    • Provide support to the administration team


    • Support team members during busy periods


    • Work as part of an effective team

    Clients


    • Answer the phones and respond to members queries to set service standards


    • Provide an efficient, professional service to meet all client/members' needs and to promote the company brand


    • Communicate with members via email


    • Make outbound calls when required

    Financial


    • Hit individual (KPI of 50 calls per day) and team targets


    • Ensure timely completion of timesheets

    Essential


    • Able to work to a high level of accuracy


    • Able to work well under pressure and meet targets


    • Interpersonal skills to include good written and verbal communication


    • Computer literate


    • Excellent customer service skills and a positive, customer focused attitude

    Advantageous


    • Experience in either DB or DC pensions administration would be an advantage


    • Experience working within a contact centre would be an advantage