Call Centre Agent

2 weeks ago

London, United Kingdom Conviction Global Full time

Job Title: Call Centre Agent (BPO) - UK

Summary: The Call Centre Agent in the Business Process Outsourcing (BPO) sector operates within a fast-paced environment, handling inbound and outbound customer calls. The role involves providing exceptional customer service, resolving inquiries, and supporting clients in various industries.

Key Responsibilities:
Inbound and Outbound Calls: Handle incoming calls from customers, addressing queries, providing information, and offering solutions. Initiate outbound calls for various purposes such as customer follow-ups, surveys, or sales.

Customer Support: Offer prompt and accurate solutions to customer issues, demonstrating a strong understanding of products or services offered. Maintain a professional and courteous manner at all times.

Data Entry and Documentation: Accurately document customer interactions, details of inquiries, and resolutions in the system databases. Ensure all information is recorded and updated efficiently.

Product Knowledge: Continuously update product or service knowledge to effectively assist customers. Keep up-to-date with any changes, new features, or updates within the industry.

Team Collaboration: Work effectively within a team environment, sharing best practices, offering support, and collaborating to achieve team goals.

Adherence to Procedures: Follow set protocols and guidelines for handling different types of calls, ensuring compliance with company policies and industry regulations.

Performance Metrics: Meet or exceed established performance goals such as call handling time, first-call resolution, and customer satisfaction ratings.

Professional Development: Engage in ongoing training and development sessions to enhance skills and knowledge, contributing to personal and team performance improvement.

Skills and Qualifications:

- Excellent communication skills, both verbal and written
- Strong customer service orientation
- Ability to multitask and manage time effectively
- Proficient in using call centre software and CRM systems
- Resilience in handling high-stress situations
- Adaptability to varying shifts and schedules
- Knowledge of BPO industry practices and principles
- High school diploma or equivalent; additional qualifications are a plus

This role demands a motivated individual with a customer-centric approach, capable of resolving issues efficiently and maintaining a professional demeanor within the dynamic call centre environment.

**Salary**: £15,628.98-£30,000.00 per year

**Benefits**:

- Flexitime

Schedule:

- Flexitime

Supplemental pay types:

- Performance bonus
- Yearly bonus

**Experience**:

- customer service: 1 year (preferred)

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