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 working on outbound calls to lapsed customers.
This role demands strong communication qualities, time management skills, and a steadfast commitment to delivering exceptional customer service.
Key Responsibilities:
- Complete outbound calls to lapsed customers
- 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
- Resilient and able to work in a high volume calling environment
- 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.