Contact Centre Ambassador/Agent
Peterborough City Centre (Hybrid after training)
Hours - 37.5Hrs pw: Early/Late rotation, Mon – Fri 09:00 – 21:00, 1 in 2 Saturdays 10:00 – 18:30
Salary up to £28k plus potential bonus and other benefits.
We have a rare opportunity to join our established client, within a growth business area, where you will be a key player in the initial start-up and have the opportunity to become a more senior member as the team grows.
The company was established in 2017 and due to expansion are recruiting a Contact Centre Ambassador/Agent on a permanent basis to play a pivotal role in ensuring the smooth operation of a new Contact Centre, initially with the primary focus on outbound welcome calls for clients.
You will contribute to the future expansion of services on offer, including but not limited to, the handling of inbound customer service calls and outbound sales calls for commercial clients. This role demands strong communication qualities, time management skills, and a steadfast commitment to delivering exceptional customer service.
Key Responsibilities:
- Complete outbound welcome calls to ensure a smooth journey, expanding into inbound & outbound calls services, addressing contact inquiries, concerns, and requests.
- Provide personalised assistance to contacts, ensuring high levels of satisfaction & retention.
- Understand & resolve complaints or escalations in a timely & effective manner.
- Collaborate with internal teams to escalate complex issues and ensure prompt resolution, and follow up to ensure their concerns are fully addressed and resolved to their satisfaction.
- Maintain up-to-date knowledge of products, services, and company policies to provide accurate information to contacts.
- Educate contacts on product features, benefits, and usage to enhance their overall experience.
- Identify future opportunities to up-sell or cross-sell additional products or services based on specific needs.
- Accurately document interactions and update customer records in the CRM system.
- Provide issue trends, and feedback to inform management decision-making.
- Provide insights and recommendations for process improvements based on feedback and call data analysis.
- Collaborate with team members and management to share best practices and contribute to a positive team environment.
- Participate in team meetings, training sessions, and quality assurance activities to enhance skills and performance.
- Support new team members through training and mentorship to facilitate their onboarding and development.
About you ...
- Possess a minimum of 1 year of experience in a call centre or customer service role
- Sales experience – ideally outbound, but will consider inbound
- Proficient in using call centre software and CRM systems, including Microsoft
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities and attention to detail.
- Ability to work effectively in a fast-paced environment and handle high call volumes.
- Adaptable to changes in processes, procedures, and technology.
- Ability to remain calm and empathetic while dealing with challenging customer situations
- Professional - maintain a professional attitude and uphold company values in all interactions.
- Attentive – possess an eye for detail & accuracy
- You will also possess a customer-centric focus with a dedication to providing exceptional service and exceeding customer expectations.
On offer is a competitive salary up to £28k DOE plus a potential monthly performance bonus, plus other benefits to include 23 days Annual Leave (Increases by 1 every year of service up to a max of 26) + Bank Holidays / Free Gym Membership / Company Pension Scheme.
If interested, please apply here or call Kim to find out more.