Contact Centre Agent

e’re looking for energetic and enthusiastic individuals, with great team spirit, who can share examplesof their customer service experience across the team.

A confident communicator, you’ll be responsible for providing fantastic inbound customer service andcustomer recovery over the phone, email and social media channels. Taking ownership and resolving customers’ queries and complaints is paramount, as is making the most of your customer service skills to identify exactly what they need. We put the customer at the heart of everything we do, so it’s vital that you can focus on their needs. You will be a confident and resilient person, who is able to adapt your conversational style to build a good rapport with customer.

You will be results driven and highly motivated by exceeding targets, and your positive and conscientious approach will ensure you maintain our quality standards at all times.

We’re open from 8.00am - 11pm, Monday to Sunday and operate 3 varying shift patterns within those hours. We are looking for candidates who are able to commit to a 37.5 hour week on a rotation between the following shift patterns:

• 8am – 4pm
• 11am – 7pm
• 3pm – 11pm

Shift allocation will be rotated on a 4 weekly basis. Some overtime may be required.

Primary Responsibilities:

• Responding to all inbound contacts in accordance with internal KPIs, across a range of customer communication channels, including phone, email and social media channels, such as Twitter, Facebook, and Instagram etc.
• Maintaining a clearly documented audit trail of all customer engagements through the Market Force platform
• Adhering to internal processes to ensure a positive experience for customers and increased operational efficiencies
• Ensuring all interactions with customers are delivered in the appropriate brand tone of voice
• Communicating with all other members of staff in a professional and effective manner 

Success Criteria

• Timely, accurate and effective response to contacts within contractual SLAs.

Experience

• Some experience in a Customer Service environment.
• A confident, proactive and empathetic communicator.
• Able to work on your own initiative and able to negotiate.
• Adaptable, assertive and self-motivated.

Full training will be provided.