Night Sales and Customer Support Executive

Impact Ltd – About us

Impact Call Centre Ltd is a friendly, professional and diverse business providing outstanding outsourced solutions for companies that require our expertise. We have consistent and sustained company growth which has created several exciting career opportunities for people who want to share in our success. This is a great place to work and we recognise our people as our greatest asset, we are trusted partners of our clients, the right attitude is everything and customer focus is a must.

Many businesses are open 24 hours and need our Overnight team's expertise to maintain contact with their consumers. This is a combined role using both sales and service skills to ensure that customers all over the world feel the benefit of our truly world class service.

If you want to develop your skills in sales and customer services, then please look at the job specification below.

Key Responsibilities:

• This is a varied role with fluctuating responsibilities varied and including Inbound call handling, making Outbound Sales calls to existing customers and completing a variety of admin tasks
• Handling and making Sales calls to customers in the UK and Australia who wish to purchase arange products and maximise sales opportunities through cross selling, up selling and special promotions. At point of contact, use soft skills to build relationships with all customers, nurture, empathise and fact find customers' needs ensuring full responsibility of delivering a World Class Service to all customers
• Support customers wishing to purchase products, by using in depth product knowledge to best present the offer and maximise different selling opportunities.
• Consistently exceed customer expectations by delivering a world class customer service experience – being knowledgeable and taking ownership to manage enquiries from investigation to resolution
• Place customer orders and resolve all customer enquiries at first point of contact efficiently (unless escalation is required for further investigation), primarily by telephone but also by correspondence and email in accordance with client procedures
• Record all customer contact details accurately and efficiently from all telephone interactions and admin tasks using in house systems
• Support other departments with admin when required; processing orders, samples and coupons accurately, scanning, returns

Core Competencies:

Successful candidates must demonstrate our core competencies. The consistency in which they are applied defines our staff grades:

• Effective communication - Can communicate effectively, both verbally and in writing. Can use listening and questioning techniques to make sure that they understand what is going on and can effectively transfer ideas and information
• Customer focus - Can provide a high level of service to customers. Has an active commitment to providing a service to all key client and customer groups.
• Work as part of a team - Can work co-operatively with team members and colleagues making positive and constructive contributions
• Respect for equality and diversity - Considers and shows respect for the opinions, circumstances and feelings of colleagues and members of the public, no matter what their position, background, circumstances, status or appearance.
• Problem solving - ­Gathers enough relevant information to understand specific issues and events. Uses information to identify problems and draw logical conclusions. Makes good decisions
• Resilience -Shows reliability and resilience in difficult circumstances. Remains calm and confident, and responds logically and decisively in difficult situations
• Persuade and influence - Demonstrates the benefits of the product through recognising the customers' needs and presenting information that allows the customer to make an informed decision on the benefits offered

Person Specification:

• Target driven and a self-starter and enjoy sales and service
• Experience in up selling, cross selling and closing sales with confidence is highly desirable but full training given to those seeking a sales career
• A passion for delivering excellent customer care and service
• Work as part of a team, support colleagues and promote a positive team spirit
• Approachable, friendly, positive, polite and tactful
• Ability to think through complex problems and arrive at workable solutions
• Experience in complaint handling to ensure customer satisfaction
• Good IT skills including use of e-mail and Microsoft products

Development:

• Full support and ongoing training from our coaching and training teams
• Internal progression though our structured grades with continual development tailored to your needs by our coaching and training managers
• We actively promote from within, supporting staff to be our next team leaders, coaches and managers

Hours:

Night hours can be flexed to suit individual/business needs with shifts to be discussed at interview.

Please note , for the night role, there is a requirement for a minimum of 3-4 weeks training which will take place during day shifts Monday to Friday in our Romsey offices before moving on to the night shifts agreed.

Please note this role is full-time, office based only.

Benefits:

• Career progression and extensive on-going training and development
• Apprenticeship Diploma qualifications available
• 29 days holiday accruing to 33 days based on service including bank holidays
• Company Pension scheme after qualifying period
• Free on-site parking or short walk from train station on mainline services
• Staff discount on products
• Casual dress code

Please note that this position is subject to a basic criminal record check

Job Types: Full-time, Permanent

Pay: £28,932.80-£32,000.00 per year

Benefits:

• Casual dress
• Company pension
• Free parking

Application question(s):

• Please tell us about your passion for sales?
• Please confirm you are available for 4 weeks Monday to Friday day training.
• Please confirm you are based in Southampton/Romsey area?
• Please explain why you wish to apply for a night position?

Work authorisation:

• United Kingdom (required)

Work Location: In person