Call Centre Agent (Sales, After Sales)

My international client requires an experienced Call Centre Agent to join their team on a temp-to-perm basis.

Overall Purpose:

• Entering reports into the Company database, administrative maintenance of and processing of data generated by Company websites
• Contacting stores and store customers via phone and/or email in line with manufacturers' contractual requirements
• Resolving customer/store issues within the parameters defined by the manufacturer's warranty
• Ensuring that the final resolution is in the best interests of the manufacturer and company whilst maintaining customer satisfaction
• Arranging and following up on the collection of damaged items and the delivery of repaired or replacement items through third-party suppliers
• Assessment of collected customer luggage to determine whether the defect/damage is covered under the warranty, and advising manufacturers as appropriate
• Ensuring that the Company remains compliant with all data protection legislation through appropriate action and decision making
• Ad hoc, but reasonable, requests from supervisors or management, or clients

Key Accountabilities:

Customer warranty and/or repair resolution

• Using the phone, email or Company websites as appropriate
• Resolving customer issues within the parameters defined under the manufacturer's warranty and/or client requirements

Data Entry

• Entry of all necessary information into Company databases
• Collections
• Deliveries

Cross-departmental support

• Supporting the operational and administrative functions of the company as requested by the supervisor or manager

Communication:

Peer management

• To effectively manage the peer relationship within the diverse call centre team within the Behaviours framework through influence, adaptation and negotiation
• To ensure that any situations are escalated appropriately and with consideration to the Line Manager. All aspects are conveyed clearly

Workshop

• To negotiate with and influence the workshop team to ensure the timely repair of customer luggage to an acceptable standard
• To convey to the workshop team sufficient and accurate information to facilitate the repair

Warehouse

• To convey accurate and timely information to the warehouse team to ensure that the correct product is delivered to the correct address at the correct time

Reporting of Service Failures

• To provide an accurate report on any service failure by a supplier to the line manager

Skills/Experience

• Fluent or native written and spoken English - essential
• Basic MS Office skills - essential
• GCSE (or equivalent) in Maths, English - essential
• Experience in an airport or airline operation - desirable
• Experience in an operational call centre environment - desirable
• Experience in a high-pressure, fluid sales environment - desirable

Person/Team Fit

• Team player with excellent verbal communication skills and a keen eye for detail
• Able to cope under the pressure of a service recovery situation, dealing with the public when in a stressed frame of mind
• Adaptable and resiliant

Interested? Please apply

Parkside Recruitment Ltd is acting as an Employment Business in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.