Call Centre Representative

6 days ago

Birmingham, United Kingdom FRMA Distribution Full time

As a Call Centre Representative, you are the first point of contact when customers inquire and will be accountable to deal with customers fairly and with integrity.
**Responsibilities and functions**
- Accurately identify the customer's needs and work toward resolving the inquiry.
- Provide excellent service with each customer engagement.
- Ensure that the customer information remains private and confidential.
- Validate the incoming caller’s information to the company system, to make sure that you are divulging information to the correct customer.
- Be professional, friendly and polite when interacting with internal and external customers.
- Educate customers about any new promotions or products.
- Perform well against the key performance indicators.
- Adhere to the quality requirements, when servicing customers.
- In a timely manner, escalate any complex complaints to the supervisor for assistance or resolution.
- Adhere to the company operating procedures to avoid bringing the company name into disrepute.

**Competencies and skills**
- Good written and verbal communication skills.
- Good telephone etiquette.
- Positive attitude and solution-driven.
- Passion for helping customers.
- Attention to detail.
- Good time-management skills.

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