Call Centre Agent
|Job Title:||Call Centre Agent|
|Salary:||£10 - £12 per hour|
|Contact Name:||Charlotte Parsons|
|Job Published:||January 22, 2018 10:12|
Experience and Technical know How Required:
Methodical, tenacious and customer focused
Able to demonstrate an understanding of Customer Service delivery, including experience of working within Customer Services environment and working to and achieving targets
Excellent attention to detail.
Ability to consistently work towards set objectives and tight deadlines.
Excellent communication skills both verbal and written to ensure that successful relationships are established and maintained with internal parties.
Ability to work in a high pressure environment where there are high volumes of incoming calls
Data input skills - speed and accuracy
Logical thinking with the ability to resolve problems quickly and effectively.
Computer literate, with basic understanding of MS Office packages.
A flexible and adaptable approach to the changing needs of the business' health and Safety obligations
Ability to work alone and as part of a team, in a dynamic environment
Self motivated and driven for own personal development
Ability to use own initiative and work independently
Experience of using CRM systems is desirable
Ability to embrace new challenges and drive themselves forward to develop their career prospects
Sound communication skills
Follows the correct course of action to ensure our customers are safe whilst excellent customer service levels are maintained
Receive and process health and safety related incidents via phone and email from internal customers.
To record incidents in the Incident Management database in line with INV1 and HSE requirements
As a skilled customer agent engage with the caller to ensure accurate interpretation, transcription and input of incident details into databases.
Highlight any significant incidents to the Team Supervisor and the Safety, Security and Resilience.
Under take all work to agreed SLAs and KPIs
Contribute to continuous improvement of existing processes
Support the development of team skills through coaching and training less experienced staff in procedures and systems.
Attend and participate in team meetings
Please consider it is a mandatory requirement to undergo a Basic Scotland Disclosure Check to be considered for work assignments.
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