My client is a UK leader.
They are currently looking for a Customer Service Operator.
Your main responsibilities will be to:
Maximise service profitability through the use of professional sales techniques
Maximise customer awareness of all available retailer services
Ensure highest level of customer care and satisfaction at all times
Maintain excellent standards of departmental administration
Help retailer to achieve industry-leading standards of process efficiency
Measures
Sales vs objectives
Customer satisfaction (CEM)
Departmental administrative control
Key Tasks
Maximise service profitability through the use of professional sales techniques
Sell additional products, services and repair works in a professional manner
Maximise customer awareness of all available retailer services
Ensure customer awareness of all products and services available including courtesy transport options
Handle all customer enquiries including requests for fitted parts costs and general service and repair issues
Ensure the customer is informed of courtesy car insurance policy at point of booking
Ensure the tidiness of the call centre work area to promote the professional image of the retail facility
Ensure highest level of customer care and satisfaction at all times
Leave every calling customer with a sense of efficient service and being valued
Maintain a presence in the call centre, ensuring that all customer calls are answered immediately
Answer customer's questions regarding technical problems in a manner that is easily understood and does not use excessive jargon, or find the appropriate member of staff to do so
Ensure account customers have sufficient credit to enable all work advised to be carried out as agreed
Handle dissatisfied customers calmly and all customer complaints to be brought to the attention of the Aftersales Manager or Quality Manager
Maintain excellent standards of departmental administration
Ensure all paperwork created conforms with all requirements
Initiate job documentation and maintain customer records and follow-up systems
Accurately maintain departmental systems
Help retailer to achieve industry-leading standards of process efficiency
Salary 15,000 plus commission
8am 6pm Saturday am by rota
You will need to have excellent communication skills and have a solid call centre background.
