Contact Centre Advisor - Chelmsford, United Kingdom - Respond Services Ltd

Respond Services Ltd

Verified Company

Chelmsford, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job description

SPECIFICATIONS:

The Contact Centre Advisor (CCA) is responsible for all administrative and customer administration for Respond Services. Responsibilities include the proper execution of administration functions with the office.

RESPONSIBILITY:

Customer Service: _
Meet personal/team targets, call metrics and handling quotas
Keeping records of customer interactions, comments and complaints
Answering the telephone to make appointments for our engineers to repair customers' domestic appliances that have developed a fault.
Giving usage advice to customers on their appliances to avoid the necessity for sending an engineer while the appliance is under the manufacturer's guarantee.
Ordering replacement spare parts for engineers and customers.
Checking spare parts or service availability
Liaising with manufacturer customer services, insurance companies, suppliers and other departments
Maintaining and updating customer records on database
Escalating inquiries to the appropriate team, when necessary
Maintaining a positive empathic, and professional attitude toward customers at all times
Communicating with customers through various channels and responding promptly to inquiries.
Identify and assess customers' needs to achieve satisfaction
Researching required information using available resources.
Follow communication procedures, guidelines and policies
Go extra mile to engage with customers by being creative and resourceful
Administrator: _
Inputting data, cancelling or updating records
Liaising with manufacturer customer services, insurance companies, suppliers and other departments
Processing online bookings and Invoicing
Liaising with suppliers to resolve account queries
Managing administration, communicating and coordinating with internal departments.
Additional Duties: _
This list is not exhaustive, and all CCA may be required to perform duties out with their normal responsibilities from time to time.

QUALIFICATIONS:

Be able to show empathy and have a genuine desire to want to help customers
Want to develop and grow within a team
Be proficient at using computers
Be a fast learner and adaptable to learning bespoke software packages
Have the ability to remain calm under pressure
You should have a good telephone manner and be able to communicate in all situations in a polite and professional manner
Be selfmotivated and be able to adapt to changes in processes
Have impeccable time keeping
Be able to multitask depending on the workload.
Have attention to detail and be able to recall from memory where information needs to be recorded to be able to process efficiently.
Excellent communication skills
Good computer skills

SKILLS:

Able to maintain customer confidentiality
Quality focused
Excellent listening, phone and documentation skills
Resolving Conflict
Patience
Self-Control
Taking Responsibility
Willing to Improve
Ability to admit you don't have the answer
Thick Skin
Attentiveness
Positive Attitude
Pay Attention to Detail
Problem Solving
Adaptability
Ability to accept constructive criticism and work well under pressure
Want to develop and grow within a team
Selfmotivated and be able to prioritise tasks
Possess a willingness to learn and be able to adapt to changes in processes

Additional information:

Salary £20,400 per annum
40 hours per week Monday-Friday
Saturday mornings on a rota basis (usually 1 in 3), paid as overtime
Generous company contribution to pension scheme (after probationary period)
20 days holiday per annum (pro rata) increasing by 1 day for every year of service to a maximum of 25 day

Job Types:
Full-time, Permanent

Salary:
£20,400.00 per year

Job Types:
Full-time, Permanent

Salary:
£20,400.00 per year

Benefits: