Senior Contact Centre Agent

3 weeks ago

LONDON, United Kingdom ALL SAINTS Full time
THE ROLE

You will be working within a fast paced global contact centre handling customer communication across multiple channels and report directly into a global team lead. The senior contact centre agent is a key role supporting the organisation of the team's day to day operations and overseeing the workload, as well as leading by example with your service, sales and productivity. You will be the first point of escalation for the team, and a coach to new starters and contact centre agents. You will also be targeted to hit your own case productivity, CSAT, quality and sales targets with a primary focus on resolving customer cases and providing luxury service.

WHAT WILL I BE DOING?

  • Providing a positive brand experience via multiple channels, including live chat, email, phones, social media
  • Providing first line support to agents and new starters, being a confident first point of escalated complaint resolution, issuing refunds and compensation as appropriate
  • Organising daily team tasks and floor planning based on business priorities and activities
  • Managing escalated customer contacts in an empathetic manner
  • Leads by example and motivates the team to achieve personal workload targets and KPIs
  • Acting as a trainer, coach and mentor to new starters as well as temporary agents during peak periods
  • Contributes and participates in presentations, projects, meetings and collation of weekly reporting
  • Identify training needs of the agent team and communicate to a global team lead or manager for follow up
  • Ensures that in-house processes and procedures are adhered to at all times
  • Using multiple platforms including case management systems, fulfilment systems, payment systems and payment gateways
  • Liaise with business partners and internal departments to resolve customer issues
  • Performing additional projects, duties, and assignments as required ABOUT THE LOCATION

    Based in our East London Studios in vibrant Shoreditch with perks and benefits offered from local businesses including discounts on food, shopping and health & beauty. Studio Location. Approximately a 10 minute walk from Liverpool Street Station and a 5 minute walk from Shoreditch High Street.

    WHAT SKILLS DO I NEED FOR THE ROLE?

    • Previous Contact Centre experience preferably in an e-commerce environment
    • Business level proficiency in English, excellent communication and presentation skills
    • Ability to handle difficult conversations and provide positive resolutions for team and customer
    • Demonstrates natural leadership skills and has the ability to lead and motivate a team
    • Natural confidence, strong listening skills and diplomacy skills
    • Computer literacy and natural affinity in learning new systems and processes in a digital environment
    • Strong time management skills with the ability to manage your time and the team's time
    • Strong analytical skills, numerical ability for handling complicated logistics, legal, tax and payment issues
    • Self-motivated, proactive, energetic and a team player
    • Takes responsibility, works at pace, customer centric and one team ethos #WeAreAllSaints

      Our aim is to develop truly diverse teams and create an environment where everyone feels respected, valued and able to give of their best whilst contributing to the success of our brand.

      We recognise the importance and strength of diversity and commit to providing equal opportunities to everyone in our employment and recruitment processes. We safeguard against any form of discrimination irrespective of gender, gender reassignment, marital status, race, ethnic origin, nationality, disability, sexual orientation, religion, gender identity, gender expression, transgender status or age.

      Even if you feel you don't tick all the boxes, we'd still very much like to hear from you. We want you to know that finding people who have a passion for our brand and are open to learning is incredibly important to us.

      If you need any support or adjustments during your application, please get in touch with us and we are happy to help.

      #LI-Hybrid

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