Senior Call Centre Agent - Norwich, United Kingdom - ZAFRA

ZAFRA

Verified Company

Norwich, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About us
ZAFRA is a Media Communications company with office in the Norwich (UK) and Durban (South Africa).

We're are a professional data driven orgnaisation delivering onshore and offshore call centre solutions for our clients B2B and consumer driven campaigns.

Job Summary:

Key Responsibilities:

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1.

Outbound and Inbound Calling:
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Conduct outbound calls to potential customers with the aim of promoting our clients products/services.
Follow scripts and communication guidelines to effectively convey information and achieve sales targets.
Maintain accurate and detailed records of outbound calls and outcomes.
Provide product/service information and address customer queries or concerns.
Handle incoming calls from customers, addressing inquiries, resolving issues, and providing exceptional customer service.
Follow established procedures for handling various types of calls, such as sales inquiries, technical support, and general information requests.
Document and update customer information accurately in the system.
Ensure prompt resolution of customer concerns and escalate issues as needed.

2.

Supervisory Role:

Provide guidance and mentorship to junior call centre agents.
Monitor and evaluate agent performance, providing constructive feedback and coaching.
Assist in the development and implementation of training programs for new and existing agents.
Collaborate with the management team to improve processes and enhance overall team performance.

3.

Quality Assurance:

Conduct regular quality assessments of calls to ensure adherence to company policies and standards.
Identify areas for improvement and provide feedback to agents for ongoing professional development.
Collaborate with management to implement corrective actions and continuous improvement initiatives.

4.

Reporting and Analysis:

Generate and analyse reports on call centre performance, highlighting key metrics and trends.
Provide regular updates to management on agent performance, call volume, and customer feedback.
Contribute insights to improve call centre efficiency and effectiveness.

Qualifications and Skills:

Proven experience as a Call Centre Agent with a focus on both outbound and inbound calling.
Excellent communication and interpersonal skills.
Strong leadership abilities and experience in a supervisory role.
Ability to thrive in a fastpaced and dynamic work environment.
Proficient in using call centre software and customer relationship management (CRM) systems.
Familiarity with relevant compliance and data protection regulations.
Goaloriented and resultsdriven mindset.

Experience:

Minimum of 4 years of experience in a call centre environment.
Previous experience in a senior or supervisory role is highly desirable.

If you meet the above qualifications and are ready to take on a challenging and rewarding role, we encourage you to apply.

Join our team and contribute to the success of our call centre operations.

Salary:
£10.18-£10.42 per hour

Expected hours: 40 per week

Schedule: