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Sales and Support Specialist

2 months ago

Marlow, United Kingdom Partner Retail Services Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our team as a Contact Centre Agent at Partner Retail Services.

Key Responsibilities
  • Provide exceptional customer service and support to our clients, ensuring a positive and memorable experience.
  • Work closely with our sales team to identify opportunities for cross-selling and upselling, enhancing the customer's brand experience.
  • Utilize your problem-solving skills to identify customer needs, clarify information, and provide tailored solutions and alternatives.
  • Manage records across our call centre databases, ensuring accurate and up-to-date information.
  • Stay up-to-date with product and process knowledge through our internal training platform.
  • Deliver impeccable customer service, meeting and exceeding our high standards.
  • Make outbound calls to customers, third parties, and escalation routes as required.
Requirements
  • Passionate about building sustainable relationships with customers and stakeholders.
  • Ability to prioritize workloads and manage multiple tasks effectively.
  • Commercially minded approach to every conversation, with a focus on driving sales and revenue growth.
  • Previous sales experience is desirable but not essential.
  • Experience working towards multiple KPIs and comfortable in a targeted environment.
  • Knowledge of the Samsung ecosystem and a passion for technology.
  • Confident communicator with excellent verbal and written skills.
  • Computer literate and proficient in using various business platforms and systems.
Deliverables
  • Deliver multi-channel support to customers, including phone calls, emails, and other communication channels.
  • Act as a liaison between customers and our store teams, ensuring seamless communication and minimizing impact on store effectiveness.
  • Navigate various business platforms and systems to resolve customer queries efficiently.
  • Manage customer escalations through to a satisfactory conclusion, ensuring high levels of customer satisfaction.
  • Work towards pre-defined targets as an individual and as part of a team, across sales, customer satisfaction, and service metrics.
  • KPIs include average call time, first-time resolution, call abandonment rate, average call wait time, call hold time, email response time, productivity, call cost, customer satisfaction (NPS, Mystery Shop), sales conversion, and sales attachment rate.
  • Bonus potential is measured on sales metrics.