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Contact Centre Advisor

3 months ago

Chelmsford, Essex, United Kingdom Respond Services Ltd Full time
Job description

SPECIFICATIONS:

The Contact Centre Advisor (CCA) is responsible for all administrative and customer administration for Respond Services. Responsibilities include the proper execution of administration functions with the office.

RESPONSIBILITY:

  • Customer Service:_
  • Meet personal/team targets, call metrics and handling quotas
  • Keeping records of customer interactions, comments and complaints
  • Answering the telephone to make appointments for our engineers to repair customers' domestic appliances that have developed a fault.
  • Giving usage advice to customers on their appliances to avoid the necessity for sending an engineer while the appliance is under the manufacturer's guarantee.
  • Ordering replacement spare parts for engineers and customers.
  • Checking spare parts or service availability
  • Liaising with manufacturer customer services, insurance companies, suppliers and other departments
  • Maintaining and updating customer records on database
  • Escalating inquiries to the appropriate team, when necessary
  • Maintaining a positive empathic, and professional attitude toward customers at all times
  • Communicating with customers through various channels and responding promptly to inquiries.
  • Identify and assess customers' needs to achieve satisfaction
  • Researching required information using available resources.
  • Follow communication procedures, guidelines and policies
  • Go extra mile to engage with customers by being creative and resourceful
  • Administrator:_
  • Inputting data, cancelling or updating records
  • Liaising with manufacturer customer services, insurance companies, suppliers and other departments
  • Processing online bookings and Invoicing
  • Liaising with suppliers to resolve account queries
  • Managing administration, communicating and coordinating with internal departments.
  • Additional Duties:_
  • This list is not exhaustive, and all CCA may be required to perform duties out with their normal responsibilities from time to time.

QUALIFICATIONS:

  • Be able to show empathy and have a genuine desire to want to help customers
  • Want to develop and grow within a team
  • Be proficient at using computers
  • Be a fast learner and adaptable to learning bespoke software packages
  • Have the ability to remain calm under pressure
  • You should have a good telephone manner and be able to communicate in all situations in a polite and professional manner
  • Be selfmotivated and be able to adapt to changes in processes
  • Have impeccable time keeping
  • Be able to multitask depending on the workload.
  • Have attention to detail and be able to recall from memory where information needs to be recorded to be able to process efficiently.
  • Excellent communication skills
  • Good computer skills

SKILLS:

  • Able to maintain customer confidentiality
  • Quality focused
  • Excellent listening, phone and documentation skills
  • Resolving Conflict
  • Patience
  • Self-Control
  • Taking Responsibility
  • Willing to Improve
  • Ability to admit you don't have the answer
  • Thick Skin
  • Attentiveness
  • Positive Attitude
  • Pay Attention to Detail
  • Problem Solving
  • Adaptability
  • Ability to accept constructive criticism and work well under pressure
  • Want to develop and grow within a team
  • Selfmotivated and be able to prioritise tasks
  • Possess a willingness to learn and be able to adapt to changes in processes

Additional information:

  • Salary £21,760.00 per annum
  • 40 hours per week Monday-Friday
  • Saturday mornings on a rota basis (usually 1 in 3), paid as overtime
  • Generous company contribution to pension scheme (after probationary period)
  • 20 days holiday per annum (pro rata) increasing by 1 day for every year of service to a maximum of 25 day

Job Types:
Full-time, Permanent

Salary:
£21,760.00 per year

Job Types:
Full-time, Permanent

Salary:
£21,760.00 per year

Benefits:

  • Company pension
  • Onsite parking

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday
  • Overtime
  • Weekend availability

Work Location:
One location