Contact Centre Executive - Manchester, United Kingdom - Bright Horizons Family Solutions
Description
Contact Centre ExecutiveBased in the Manchester Office
2 days office based - 3 days work from home
Full Time
PURPOSE OF ROLE:
The primary purpose of the Contact Centre Executive is to deliver an exceptional Customer service experience to all incoming calls.
RESPONSIBLE FOR:
- 90% of role will be handling inbound calls by telephone, providing information, booking personal tours and taking reservations for Back Up Care business
- Currently home based following COVID19, However, you may be required to possibly return to an office based environment
- Perform outgoing calls for our Back-Up Care business and outbound calls to prospective parents and suppliers following their booking or enquiry
- Educate customers on Bright Horizons' Back-Up Care, policies, and procedures, and help them to understand any client specific processes, documentation, and timelines, whilst assessing their care needs
- Complete and record enquiry data accurately, to incorporate full case Management
- Provide followup communication and/or update expectations with customers, in accordance with agreed upon timeframes
- Meet minimum performance standards
- Assist customers with escalations when appropriate
- Maintain a highlevel of customer satisfaction.
ESSENTIAL EXPERIENCE:
- Previous experience within customer services, inbound Contact centre being advantageous
EXPERIENCE DESIRABLE:
- Customer service experience
PERSONAL ATTRIBUTES
- Quiet and distractionfree working space
- Have a good internet connection
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