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You will be taking inbound enquiry calls from existing customers. It will be your role to make each customer feel special by identifying their needs and providing the best customer experience that customers have come to expect and maximising revenue at every opportunity. It's these skills that make our people the winning differentiator.
Taking inbound calls from customers, ensuring that individual performance targets for revenue, ancillary sales and call quality are met or exceeded.
Maximising productive 'phone time' through achievement of calls per hour targets.
Bring the company products to life and promote the company experience to all customers in a positive and enthusiastic manner.
To be aware of any product enhancements or changes and to understand any specific promotions or advertising campaigns and their objectives.
Adhering to company policies and procedures when dealing with challenging customer queries and problems.
To behave in a professional and effective manner when dealing with customers to provide a first class service.
To be flexible and adaptable when required in order to assist with sales and service calls from other locations around the business.
To attend and participate in team meetings and briefings.
Play a full and active role in the Contact Centre customer experience programme, ensuring that you are continually developing and learning.
Proven customer service experience is essential.
Educated to GCSE level or equivalent
Previous experience working in a target driven environment is an advantage
Excellent communication skills with the ability to question customers confidently
Ability to work accurately, whilst under pressure
Proven ability to build rapport with customers and the ability to manage challenging people scenarios.
An aptitude to learn
Business Manager job description
Customer Service Advisor job description