Inbound Customer Service (call centre)

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Job Ref: DEBZLJF17
Sector: Call Centre
Date Added: 25 July 2017
  • Leeds, West Yorkshire, Yorkshire, England
  • £7.50 - £8 per Hour
  • Blue Arrow Leeds
  • 01132 427288

  • Provide a friendly and professional welcome to all customers over the phone, presenting a positive impression of yourself


  • Respond to a wide range of enquiries from customers via phone and email - this can include general enquiries such as warranty enquiries on damaged or faulty products


  • Provide information about a full range of products


  • Ensure that incoming telephone calls are answered in a professional and timely manner and transferred, where appropriate, to the relevant department


  • Manage and protect customer information in accordance with relevant legislation


  • Work to strict KPIs such as call handling time and ongoing quality checks


  • Operate as part of a team to ensure the smooth operation of the department


  • Provide feedback and suggestions for continuous improvement of customer service levels


  • Update customer files to reflect correspondence in an accurate and timely manner


  • Ensure that customer feedback is actively pursued, considered and appropriate action taken


  • Liaising with couriers to ensure timely deliveries and dealing with any delivery issues


Undertake any other duties, which may be requested by the Team Leader





Essential





Knowledge / Experience







- Experience of working with customers / members of the public



- Good working knowledge of MS Office Programmes



- Experience of working to targets / deadlines





Qualifications / Training







- Good general standard of education - numerate and literate



- GCSE Maths & English (or equivalent)





Skills / Attributes







- Ability to deal with a wide range of customers



- Ability to communicate with people at all levels and in different situations



- Ability to build rapport with customers



- Clear & articulate telephone manner



- Ability to work to targets & deadlines





Personal Qualities







- Passionate about customer service



- Committed to treating customers in a fair and consistent way



- Friendly and approachable manner



- Positive can-do attitude



- Patient and calm under pressure