Call Centre Agent

1 month ago


Manchester, United Kingdom UK Emissions Full time

We are seeking a courteous and proficient call centre agent to collaborate with colleagues in providing exceptional service to our customers. The representative will be responsible for answering questions, resolving complaints, and troubleshooting issues related to our products and services, while also striving to create a positive experience for each caller. They will need to listen attentively to clients, understand the reason for their call, and provide an accurate and efficient response.

To excel in this position, the call centre representative should be customer-oriented, detail-focused, and effective. They should also be courteous, dependable, knowledgeable, and adaptable.

**Call Center Agent Duties**:

- Responding to inbound or outbound calls to address clients’ concerns, complaints, and other issues related to products or services.
- Providing efficient and accurate responses to clients, explaining possible solutions, and ensuring that they feel valued and supported.
- Engaging in active listening with clients, verifying or clarifying information and de-escalating tense situations, if necessary.
- Establishing long-term relationships with clients and other members of the call centre team based on trust and dependability.
- Appropriately utilising software, databases, scripts, and tools.
- Striving to meet or exceed call centre metrics while delivering consistent, exceptional customer service.
- Making sales or suggesting products or services that may better suit the clients’ needs.
- Participating in training and other learning opportunities to expand knowledge of the company and the role.
- Adhering to all company policies and procedures.

**Call Center Agent Requirements**:

- High school diploma or equivalent.
- Additional education or experience may be preferred.
- Excellent customer service, active listening, and oral and written communication skills, with a professional phone demeanour.
- Familiarity with company products, services, and policies.
- Proficiency in computers, particularly in CRM software, and strong typing skills.
- Ability to ask probing questions and diffuse tense situations.
- Strong time management and decision-making skills.
- Adaptability and accountability.

**Salary**: From £11.35 per hour

**Benefits**:

- Bereavement leave
- Company events
- Discounted or free food
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free or subsidised travel
- Free parking
- Gym membership
- On-site parking
- Paid volunteer time
- Referral programme
- Sick pay
- Wellness programme

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Performance bonus

Application question(s):

- Can you work full time?
- Do you require visa sponsorship to work in the UK?

Work Location: In person


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