Call Center Agent

1 month ago

Glasgow, United Kingdom Adecco Full time

**Call Centre Agent**

**Cumbernauld - in office working**

**6 Months**

**£11.75 per hour, PAYE***

Rota's will be given 3 weeks in advance; shifts will be from between 8am - 11pm and working 1 day a weekend in every 4 weeks.

**Tasks & assignments**:

- Processes a high volume of consumer inquiries of products and services and resolves a targeted percentage of those inquiries.
- Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to establish how to resolve customer problems.
- When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
- Tracks and documents inbound assistance requests and ensures proper notation of customer problems or issues.
- Updates customer information and ensures accurate entry of contact information.
- Meets standards of job, such as quality standards, adherence to schedule and average handle time.
- May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.
- Other related duties assigned as needed.

**General Knowledge, Skills & Abilities**:

- Knowledge of the company's products, services and business operations to enable resolution of customer inquiries
- Excellent customer service skills that build high levels of customer satisfaction
- Excellent verbal and written communication skills
- Computer navigation and operation skills
- Demonstrates effective people skills and sensitivities when dealing with others
- Ability to work both freely and in a team environment

**Job Level Description**:

- This is a developing customer assistance role. Moderate skills with high level of proficiency are needed.
- You will be answering to a high volume of inquiries about products and services. Questions and issues from customers are predominantly routine but associate must be able to deviate from standard scripts and procedures as needed.
- You should be able to effectively calm upset customers and end a negative situation positively. You also may coach and share information with professionals with less knowledge and/or expertise.
- You'll be working under close to general supervision with little latitude for self-directed judgment and may consult with senior peers and team directs to learn whilst in the role.
- Typically requires two or more years of experience in a call centre or customer service-related job in a service industry.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

To speak to a recruitment expert please contact Terri Bishop

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