Data Processing Agent

Responsible to process orders within SLA and drop out is kept to agreed minimum. A clear focus on re-selling the value, mitigating cancellation and minimizing customer call backs, while maintain a quality of data input. Maintain customer satisfaction across outbound (escalation) calls, adherence to PCI and sales procedures as determined by the company (i.e. mandatory, Promise etc)

Skills: Microsoft Office,Flexible,Team Player,Self Motivated,Data processing,SLA,Data Processing Agent,Ability to stay calm under pressure

Sectors: Technology

Questions:
Are you legally able to work in the UK?,Tell us about the skills and experience you can bring to this role?

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?A bit about what you may be doing

Fulfill all data entry as assigned within agreed SLACorrect disposition of orders as and when necessary (missing information, cc declined, postcode mismatch, product unavailable etc) and taking accountability through to a satisfactory completion.If order cannot be processed first time, correct notation as outlined must be adhered to and follow up scheduledIf order results in cancellation, cancellation reason must be capturedCommunicating with customers in an open, honest, empathetic, positive and understanding manner at all times as related to follow-up call, while attempting to re-sell and or mitigate cancellationTaking accurate information from orders and inputting into supplier portals with 100% accuracy (within control).Keep in line with productivity levels designed by the company regarding brand image( CTM/SD/CPW etc) and processesAchieve call quality of 95% or greater as defined by the business and ensuring no data entry supplier complaintInform team leader about any exceptions that could affect SLA and customer experience (portal, product issue, pricing inaccuracies etc)Maintains a high level knowledge regarding products, services and processes.Adhere to the agreed schedule.Adhere the policies and processes of the companyGive feedback to the organization about aspects that could help execute role

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Key Skills

Excellent communication skills - both written and verbal.Flexible approach to role and requirements.Ability to stay calm under pressure and effectively manages challenging situations with customers.Evidence of self-motivation, efficient prioritisation of own workload, influencing skills and emotional resilience.Good decision making and problem solving abilities essentialIT literate - able to use Microsoft Office at intermediate level. Productivity MeasuresQuality of Cases created and customer follow-upQuality scoring average of 95% or greaterSLA for DP (90% of orders received submitted/cancelled/escalated within 24 working hrs)

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Benefits

Casual dress - no suits!Staff discountsSeveral team events during the year including a legendary Christmas partyCut price haircutsSubsidised healthcare25 days holiday, increasing by one day for every year of service (up to 30 days)Free eye testFree fruit, coffee, tea and milk delivered regularlyBonusSubsidised gym membership with Virgin ActiveFair and flexible work arrangements wherever possible

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About Us

We are a fast growing business that develop deal comparison SaaS for our own branded retail business Simplifydigital and numerous other blue-chip clients across Europe, including: BSkyB, TalkTalk, Comparethemarket and Webhelp. The business was founded in 2007 and currently focuses on TV, broadband, home phone and energy price comparison. We were named as one of Europe's fastest growing technology businesses in the 2013 GP Bullhound Media Momentum Awards. We have been awarded the Sunday Times Tech Track 100 and the Deloitte Technology Fast 50 awards for the past three years in a row (2015, 2014 & 2013). In 2016 we were acquired by Dixons Carphone.