Customer Services Call Handler
- Recruiter
- Alexander Hancock Ltd
- Location
- Altrincham, Greater Manchester
- Salary
- £15,500 rising to £16,500 after probation
- Posted
- 28 Feb 2017
- Closes
- 28 Mar 2017
- Ref
- 5962
- Contract Type
- Permanent
- Hours
- Full Time
Our client is a professional organisation who are seeking an additional member of staff for their Customer Services Department. Dealing with client queries and chasing information.
To effectively answer inbound and make outbound calls whereby the client is following up an existing query that they are currently processing. The role is a target driven role with monthly agreed key performance indicators. Quality and customer satisfaction are a key to the role. They aim to answer all client questions on our first contact with the customer via phone, e-mail or web chat. The ideal candidate will be expected to be on inbound queries 50% of their shift and outbound duties for existing clients for the other 50%.
Duties and Responsibilities
- To lead by example at all times and adhere to company standard at all times including attendance and late.
- To be organised and ensure that time management is a key focus to deal with client queries in an efficient manner
- To effectively handle both inbound and outbound calls within a target driven environment
- To answer queries relating to the company’s products and services in a professional manner building up a positive relationship with our clients
- To impact on service level by utilising customer service techniques such as problem solving, first call resolution, asking the correct questions, rapport building, complaint handling, active listening and positive clear communication
- To ensure each call is delivered within company call quality guidelines ensuring compliance, first class customer service with no instances of misadvising clients.
- To maximise productivity targets to impact on set KPI areas
KPI areas
- Productivity
- Admin
- Average Handle Time
- Consumer questionnaire completed
- Call Quality
- Wrap time %
To work successfully within a team and offer support to colleagues when and if needed.
To have an impact and take responsibility for own performance; strive towards exceeding monthly objectives as agreed in a monthly review.
Strong communication skills both internally and to external clients, to ensure we communicate effectively and professionally at all times.
To complete any additional duties as when requested by line manager or any other department if requested
To respond to customer queries via various channels including e-mail, letters; communicate with clients via web-chat
Is responsive to feedback and understand the benefit of feedback to achieve business objectives