Contact Centre Advisor

Job description

**SPECIFICATIONS**:
The Contact Centre Advisor (CCA) is responsible for all administrative and customer administration for Respond Services. Responsibilities include the proper execution of administration functions with the office.

**RESPONSIBILITY**:

- Customer Service: _
- Meet personal/team targets, call metrics and handling quotas
- Keeping records of customer interactions, comments and complaints
- Answering the telephone to make appointments for our engineers to repair customers’ domestic appliances that have developed a fault.
- Giving usage advice to customers on their appliances to avoid the necessity for sending an engineer while the appliance is under the manufacturer’s guarantee.
- Ordering replacement spare parts for engineers and customers.
- Checking spare parts or service availability
- Liaising with manufacturer customer services, insurance companies, suppliers and other departments
- Maintaining and updating customer records on database
- Escalating inquiries to the appropriate team, when necessary
- Maintaining a positive empathic, and professional attitude toward customers at all times
- Communicating with customers through various channels and responding promptly to inquiries.
- Identify and assess customers’ needs to achieve satisfaction
- Researching required information using available resources.
- Follow communication procedures, guidelines and policies
- Go extra mile to engage with customers by being creative and resourceful
- Administrator: _
- Inputting data, cancelling or updating records
- Liaising with manufacturer customer services, insurance companies, suppliers and other departments
- Processing online bookings and Invoicing
- Liaising with suppliers to resolve account queries
- Managing administration, communicating and coordinating with internal departments.
- Additional Duties: _
- This list is not exhaustive, and all CCA may be required to perform duties out with their normal responsibilities from time to time.

**QUALIFICATIONS**:

- Be able to show empathy and have a genuine desire to want to help customers
- Want to develop and grow within a team
- Be proficient at using computers
- Be a fast learner and adaptable to learning bespoke software packages
- Have the ability to remain calm under pressure
- You should have a good telephone manner and be able to communicate in all situations in a polite and professional manner
- Be self-motivated and be able to adapt to changes in processes
- Have impeccable time keeping
- Be able to multi-task depending on the workload.
- Have attention to detail and be able to recall from memory where information needs to be recorded to be able to process efficiently.
- Excellent communication skills
- Good computer skills

**SKILLS**:

- Able to maintain customer confidentiality
- Quality focused
- Excellent listening, phone and documentation skills
- Resolving Conflict
- Patience
- Self-Control
- Taking Responsibility
- Willing to Improve
- Ability to admit you don’t have the answer
- Thick Skin
- Attentiveness
- Positive Attitude
- Pay Attention to Detail
- Problem Solving
- Adaptability
- Ability to accept constructive criticism and work well under pressure
- Want to develop and grow within a team
- Self-motivated and be able to prioritise tasks
- Possess a willingness to learn and be able to adapt to changes in processes

**Additional information**:

- Salary £20,400 per annum
- 40 hours per week Monday-Friday
- Saturday mornings on a rota basis (usually 1 in 3), paid as overtime
- Generous company contribution to pension scheme (after probationary period)
- 20 days holiday per annum (pro rata) increasing by 1 day for every year of service to a maximum of 25 day

**Job Types**: Full-time, Permanent

**Salary**: £20,400.00 per year

**Job Types**: Full-time, Permanent

**Salary**: £20,400.00 per year

**Benefits**:

- Company pension
- On-site parking

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Overtime
- Weekend availability