Contact Centre Agent
2 weeks ago
Contact Centre Agent
Pacifica Group Ltd
Location: Houghton-le-Spring, County Durham, England.
Job Type : Part time. Permanent
Hours: 13 hours per week -Saturday 9am till 4pm and Sunday 10am till 4pm.
Salary: Age under 21: £6,422. Age over 21: £7,774.
Who are Pacifica?
Founded in 2003 and united under the Pacifica brand two years later, we've grown to become the largest Domestic Support services provider in the UK and a trusted name across Europe. With a reputation for excellence and a core resource of directly employed, experienced engineers, sales and support staff, our service offer includes repairs in and out of guarantee, warranty products, spares warehousing and product replacement. Pacifica Appliance Services has become one of the largest professional Appliance Repair companies in the UK.
What are we looking for?
An exciting opportunity has arisen for a number of Contact Centre Service Desk Technicians to join our well-established teams based in our head office in Houghton-le-Spring. The role would involve answering inbound calls and handling web chat enquiries from customers wishing to book appliance repairs, order spare parts or discuss ongoing repairs, whilst delivering exceptional customer service on all aspects of the call.
What will be your key responsibilities?
Manage incoming calls from customers and clients positively promoting our business while providing world class customer support related to appliance repairs
Ability to handle multiple web chats and incoming calls simultaneously
Ability to handle escalations from customers
Undergo any training and development as required and complete any online training courses when assigned through Pacifica's Learning Hub.
Participate with Account Manager & Management to review performance and targets and agree plan of action. Participate in Monthly/Quarterly 1-2-1 with line manager
Carry out any administrative duties assigned by management daily
Ensure client portals are actioned and any queries/waiting for approvals/client and customer notes etc are cleared
What experience and skills we are looking for?
1 year minimum experience of working in a Customer Service/Contact Centre environment
Deliver exceptional customer service to all internal and external clients and customers
Problem solving skills
Flexible working approach
Capable of multi-tasking in a fast-paced Contact Centre environment
Drive / Self-motivation
Good organisational and time management skills
Good understanding and a proficient user of Microsoft systems e.g Excel, Word etc
Excellent knowledge and understanding of client requirements to be the 'Expert' in your field
Company Benefits
Regular company events
Company pension
Free on-site parking
Availability to work remotely
Ready to join our team?
This could be the perfect opportunity for you If you feel this role is for and you have the skills and experience to fit the bill, apply today. We'd love to hear from you.
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