Call Centre Agent (Sales, After Sales)




Call Centre Representative, Call Centre/Customer Service


£11.12 Per Hour



Contract Type:


Date Posted:

25/05/2023 16:25:00

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


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


  • 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


  • 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


  • 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.