Contact Centre Agent

2 months ago

Marlow, United Kingdom Partner Retail Services Full time

Location: Head Office, Marlow  (Hybrid Working available - 2 DAYS WORKING IN MARLOW) 

Full time hours: 40 per week (including weekends)  

Salary: £12.54 per hour( £26,083) Increasing to £13.15 per hour (£27,352) upon passing probation; 

Bonus: 20% potential

Who are we? We're Partner Retail Services, a part of the PJ Investment Group. Through this extensive network of companies, we've developed a market leading end-to-end retail solution, handling every step of our customers' journey. We partner with Samsung UK and operate the Samsung Experience Stores on the UK high street and online.

Core responsibilities of the role include:

  • Working as one of the key sales channels within PRS whilst always doing what is right by the customer
  • Cross selling where appropriate, to enhance a customer's brand experience
  • Identifying a customer's needs, clarify information, research each issue and provide the appropriate solutions and / or alternatives
  • Records management across call centre databases
  • Utilising personal training via internal training platform to ensure product and process knowledge remains up to date
  • Always delivering impeccable customer service
  • Outbound calls to customers, 3rd parties and escalation routes as required

Evidencable Knowledge, Skills and Experience:

  • Passionate about people – from customers to stakeholders, to build sustainable relationships by going the extra mile
  • The ability to prioritise workloads
  • A commercially minded approach to every conversation
  • Previous sales experience is desirable but not essential
  • Worked towards multiple KPIs and is used to a targeted environment
  • Knowledge of the Samsung eco system and a love for all things tech
  • Confident communicator – good verbal and written skills are a must
  • Computer literate

Deliverables

  • Delivering multi-channel support via phone calls, emails, chats and social media
  • Acting as a liaison between customer and store to maximise customer experience whilst minimising impact on store team effectiveness.
  • Navigating various business platforms/systems dependant on the nature of the customer query
  • Management of customer escalations through to a satisfactory conclusion
  • Working to pre-defined targets as both an individual and a team across sales, customer satisfaction and service metrics
  • KPI's  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 


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