Call Center Representative

2 weeks ago

Manchester Area, United Kingdom Pearson Locke Solicitors Full time

Job Description: Call Centre Representative


Location: Manchester

Job Type: Monday-Friday 5-9 Saturday Sunday 10-6


Introduction: Pearson Locke Law is seeking an experienced Call Centre Representative to join our vibrant team. The ideal candidate will have a minimum of two years of experience in a call centre environment, providing exceptional customer service, handling inquiries, and resolving issues efficiently. This role requires a proactive approach to customer care, the ability to manage multiple tasks, and a strong focus on delivering a positive customer experience.


Key Responsibilities:

  • Handle incoming calls and respond to customer emails and messages in a timely and professional manner.
  • Provide accurate information on products and services, addressing customer inquiries and concerns with clarity and expertise.
  • Troubleshoot and resolve customer issues, escalating complex cases to relevant departments when necessary.
  • Maintain a thorough knowledge of the company’s offerings and policies to provide informed support and advice to customers.
  • Record details of customer interactions, transactions, comments, and complaints in the company’s CRM system.
  • Achieve personal and team targets including call handling time, customer satisfaction scores, and issue resolution metrics.
  • Participate in team meetings and training sessions to stay updated on product knowledge, company policies, and customer service best practices.
  • Work collaboratively with other team members to optimize customer service processes and enhance overall service delivery.


Requirements:

  • High school diploma or equivalent; further education or certification in customer service or a related field is a plus.
  • Minimum of two years’ experience in a call centre or customer service role.
  • Excellent verbal and written communication skills, with an empathetic and professional demeanor.
  • Proficiency in using CRM software and telephone systems.
  • Strong problem-solving skills and the ability to think quickly under pressure.
  • Ability to handle sensitive information confidentially.
  • Flexibility to work in shifts, during evenings, or on weekends as required.


Desirable Skills:

  • Experience in [specific industry or product area, if applicable].
  • Multilingual capabilities.


Compensation and Benefits:

  • Competitive salary based on experience.
  • Performance-based bonuses and incentives.
  • Comprehensive benefits package including health insurance, pension plan, and wellness programs.
  • Opportunities for career advancement and professional development.
  • Supportive and inclusive work environment.


Application Process: Interested candidates should submit their CV and a cover letter detailing their experience and suitability for the role to [application method]. Applications will be reviewed on a rolling basis until the position is filled.


Equal Opportunity: Pearson Locke Law is committed to equality and diversity in the workplace. We welcome applications from all sections of the community.

This position is ideal for an individual looking to leverage their customer service skills in a dynamic and supportive environment, contributing significantly to the operational success of our business.

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