Call Center Representative

2 weeks ago

Glasgow, United Kingdom EasyHiring for Teleperformance Full time

This role is fast paced and exciting where each day is different No boring repetition of going through the motions. You will be working, a prestigious company where we value and reward outstanding customer service.

Do you want to talk to Paris, Munich and Milan? Do you love fashion? Do you live and breathe your brands? Then this is the ideal role for you We want to hear from you
- **37.5 hours per week**:

- **Start Date: 11/03/2024**:

- **Permanent, Full-time Contract**:

- **Salary: £12.00 per hour**:

- **Comprehensive training to help you succeed: 3 weeks - Monday - Friday 09:00 - 17:30**:

- **This is work on site, Cuprum House, Argyle Street, Glasgow - WORKING FROM HOME IS NOT AN OPTION FOR THIS ROLE**:

- **Shifts between08:00- 18:00 Monday - Friday (weekend working will be required in the future)**

**Key Responsibilities and Accountabilities **_**(may perform other duties as requested not specifically addressed in this document)**_
- Managing escalations while maintaining the relationship between departments and servicing clients’ needs
- Providing direct feedback to your peers and our client
- Providing support with daily administrative tasks
- Handling Specialist Tier 1 queues to overturn customer experience - across all 3 channels
- Completing second contact resolution across all 3 channels
- Ensure all administrative tasks are completed in timely manner, maximum efficiency & self-management required
- Quickly and efficiently identifies customer requirements and proactively delivers solutions
- Applies discretion and delivers timely judgments with the primary goal of resolving the customer’s problem and ensuring the retention of a satisfied customer
- Embraces training, coaching and development to become a knowledge expert in terms of the client’s products and services, effectively promoting brand values to customers
- Keeps ahead of any changes to campaign/account information and takes every opportunity to increase campaign knowledge
- Manages and takes ownership of own performance with the use of Monthly Balanced Performance Scorecards and applies every effort to meet and exceed Key Performance Indicators (KPI’s) and Performance targets
- Ensures that a great customer experience is at the heart of everything they deliver
- Consistently demonstrates the Teleperformance values of Professionalism, Integrity,

**Commitment, Innovation and Respect in every interaction**
- Manages own attendance effectively including, holiday entitlement, sickness and lateness
- Ensures highest levels of data protection, security adherence and prevention of fraud within own role
- Conducts themselves in such a manner which embraces diversity and respect for others, and engages colleagues, managers and work in a positive wayOther duties as assigned.

**Work Experience**
- 12 months of customer service experience, preferably in a contact centre environment
- Retail experience is highly desirable

**Required Skills**:

- To be able to provide an exceptional level of customer service in a timely manner whilst working in a fast-paced luxury retail environment whilst adhering to our policies and procedures
- Excellent communication skills both written and verbal enabling you to engage in effective conversations, build strong connections and show empathy with customers
- The ability to take ownership of customer enquiries through to resolution, you will pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly & efficient service
- Be resilient to a continuous changing environment
- Problem-solving aptitude and the capacity to think on your feet
- Have excellent attention to detail
- Takes personal accountability for time management & absence
- Comprehensive computer skills
- Can consistently demonstrate a high level of spelling, punctuation and grammar to communicate effectively with a luxury client.

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