Call Centre Agent - London, United Kingdom - Conviction Global

Conviction Global

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Call Centre Agent (BPO) - UK

Summary:

The Call Centre Agent in the Business Process Outsourcing (BPO) sector operates within a fast-paced environment, handling inbound and outbound customer calls.

The role involves providing exceptional customer service, resolving inquiries, and supporting clients in various industries.

Key Responsibilities:

Inbound and Outbound Calls:
Handle incoming calls from customers, addressing queries, providing information, and offering solutions. Initiate outbound calls for various purposes such as customer follow-ups, surveys, or sales.

Customer Support:
Offer prompt and accurate solutions to customer issues, demonstrating a strong understanding of products or services offered. Maintain a professional and courteous manner at all times.

Data Entry and Documentation:
Accurately document customer interactions, details of inquiries, and resolutions in the system databases. Ensure all information is recorded and updated efficiently.

Product Knowledge:
Continuously update product or service knowledge to effectively assist customers. Keep up-to-date with any changes, new features, or updates within the industry.

Team Collaboration:
Work effectively within a team environment, sharing best practices, offering support, and collaborating to achieve team goals.

Adherence to Procedures:

Follow set protocols and guidelines for handling different types of calls, ensuring compliance with company policies and industry regulations.

Performance Metrics:
Meet or exceed established performance goals such as call handling time, first-call resolution, and customer satisfaction ratings.

Professional Development:

Engage in ongoing training and development sessions to enhance skills and knowledge, contributing to personal and team performance improvement.

Skills and Qualifications:

Excellent communication skills, both verbal and written
Strong customer service orientation
Ability to multitask and manage time effectively
Proficient in using call centre software and CRM systems
Resilience in handling highstress situations
Adaptability to varying shifts and schedules
Knowledge of BPO industry practices and principles
High school diploma or equivalent; additional qualifications are a plus

This role demands a motivated individual with a customer-centric approach, capable of resolving issues efficiently and maintaining a professional demeanor within the dynamic call centre environment.

Salary:
£15,628.98-£30,000.00 per year

Benefits: