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Contact Centre Agent
3 months ago
Location:
Head Office, Marlow (Hybrid Working available)
Full time hours:42.5 per week (Covering shifts from 8.45am-6.15pm Mon-Sat)
Salary:
£10.90ph (£24,089) Increasing to £11.95ph (£26,409) upon passing probation;
Bonus:20% potential
Who are we? We're Partner Retail Services, a part of the PJ Investment Group. Through this extensive network of companies, we've developed a market leading end-to-end retail solution, handling every step of our customers' journey. We partner with Samsung UK and operate the Samsung Experience Stores on the UK high street and online.
Core responsibilities of the role include:
- Working as one of the
key sales channels** within PRS whilst always doing what is right by the customer
Cross selling where appropriate, to enhance a customer's brand experience
- Identifying a customer's needs, clarify information, research each issue and provide the appropriate solutions and / or alternatives
- Records management across call centre databases
- Utilising personal training via internal training platform to ensure product and process knowledge remains up to date
- Always delivering
impeccable customer service: - Outbound calls to customers, 3rd parties and escalation routes as required
Evidencable Knowledge, Skills and Experience:
- Passionate about people from customers to stakeholders, to build sustainable relationships by going the extra mile
- The ability to prioritise workloads
- A commercially minded approach to every conversation
- Previous sales experience is desirable but not essential
Worked towards multiple KPIs and is used to a targeted environment**:
- Knowledge of the Samsung eco system and a love for all things tech
Confident communicator - good verbal and written skills are a must
-
Computer literate
Deliverables
- Acting as a liaison between customer and store to maximise customer experience whilst minimising impact on store team effectiveness.
- Navigating various business platforms/systems dependant on the nature of the customer query
- Management of customer escalations through to a satisfactory conclusion
- Working to predefined targets as both an individual and a team across sales, customer satisfaction and service metrics
Bonus potential is measured on sales metrics
INDHIGH
