Call Centre Agent
- Recruiter
- PARTNER RETAIL SERVICES LIMITED
- Location
- Marlow
- Salary
- 9.50 GBP Annual
- Posted
- 27 May 2021
- Closes
- 22 Jun 2021
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Who are we??? we are Partner Retail Services, a part of the PJ Investment Group. Through this extensive network of companies, we have 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.
What can you expect in return for working for us? At the heart of everything we do are our people and as such we try to ensure PRS is the best place possible to work. This includes an always on engagement survey to ensure we are always listening to our colleagues, access to an amazing Samsung Discount Portal allowing colleagues to purchase significantly discounted Samsung products, access to a colleague reward programme unlocking savings of on average GBP1,000 a year on your daily life expenses as well as other seasonal incentives.
The PRS& Samsung Call Centre Colleague is accountable for delivering PRS& Samsung goals, through alignment with the PRS& Samsung brand and ethos, inspiring inspirational customer service, colleague and customer training compliance and execution while having an unswerving desire to introduce Samsung products that enrich customers connected lives through unrivalled interactions. The Call Centre are responsible for handling all inbound calls and emails whilst keeping customer satisfaction at the core of every decision and behaviour.
Responsible for:
• Delivering Multi-channel support via phone calls, E-mails, Chat and Social Media
• Follow communication "scripts" when handling different queries
• Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
• Build sustainable relationships and engage customers by going the extra mile
• Keep records of all conversations in our call centre database in a comprehensive way
• Ongoing self-development by utilising internal training platforms/teams
• Ongoing self-development in knowledge of PRS& Samsung processes, Systems/Product knowledge
• Being the central point of contact for customers into our business, resolving enquiries accurately and efficiently
• Acting as liaison between customer and store to maximise customer experience whilst minimising impact on store team effectiveness
• Providing relevant and tailored solutions for customers that enhance their customer journey therefore developing the brand & business
• Navigating various business platforms/systems dependent on the nature of customer query
• Taking full ownership of customer escalations, resolving these in line with the pre-defined policy and process
• Promoting the brand in all interactions regardless of the challenge
• Delivering impeccable customer service, at all times
• Establishing customers' sales needs through effective questioning, identifying cross sell 'add on opportunities' to enhance customers experience of the brand
• Working to defined targets individual/team across customer satisfaction, sales & service metrics
• Feeding back of any potential improvements to be made that support our customers experience or business needs
• Making outbound telephone calls to 3rd parties and escalation routes as required
• Administrative compliance with all tasks that support the calls
Evidencable Knowledge, Skills and Experience:
• Experience in a call centre environment (desirable)
• Experience of customer facing roles within; sales, service or hospitality industries (desirable)
• People & Customer focused
• Confident communicator (multiple spoken and written languages with English being your main language beneficial)
• The ability to adapt quickly to changing circumstances
• Passion for the Samsung eco system as well as a love for all things tech
• Constantly challenges own knowledge and drives own learning
• Thrives within a target driven, results oriented environment
• Excellent customer service skills and telephone manner
• Excellent organisational skills
• Works well as part of a team
• Calm and capable under pressure showing empathy always
• Ability to not only multi-task but effectively prioritise
• Ability to problem solve with compliant use of company policy and process
• Verbal and written communication skills
• Computer literate
Deliverables
• Average Call Time
• First time resolution
• Call Abandonment Rate
• Average Call Wait Time
• Call Hold Time
• E-mail response time
• Productivity
• NPS
• Sales Conversion
• Sales Attachment Rate