Job Title: Customer Service Representative
Location: Colindale (Office based)
Start Date: ASAP
Salary: £12.75
Permanent role with excellent progression opportunities
About Us
Established in 2001, Confero is a leading UK Outsource Call Centre business that has a portfolio of clients ranging from small firms, leading brands and FTSE 100/250 organisations - based in North West London, Colindale, our offices are conveniently located for London commuters.
We are very often the public face of global brands and have the responsibility to make sure these are represented to a high standard by delivering outstanding customer service campaigns with leading scripting software, reporting and dialling systems.
We take pride in valuing and nurturing our employee’s career development and provide a friendly and positive multicultural environment.
Our employees receive full training to understand and represent our brand values in order to deliver outstanding customer service and build robust and long-term client relationships and strategic partnerships - our business is expanding and the only way this type of growth is successful is if our employees grow with us.
We continually engage with new prospects and opportunities - come join us if you would like to expand your knowledge and involve as a professional!
Campaign Overview:
The Bureau is a seven day a week inbound call handling desk where advisors work as part of a rota system to handle telephone calls on behalf of our clients.
Customer interactions are conducted across multiple campaigns, from simple message taking call types, to more complex insurance and order processing.
Responsibilities:
- To answer inbound telephone calls and respond to emails from customers across multiple campaigns
- Ability to work under pressure and achieve set campaign targets; speed of answer, number of calls answered, talk time, wrap-up time, thus achieving service levels
- Being able to cope with varying call volumes and pressure
- To handle and resolve difficult customers and achieve a positive outcome whilst remaining professional
- To be able to follow a script and call flow accurately
- Where required to use client systems and web based systems to handle customer calls.
- Ability to work in a team environment – ensure all calls are answered in a timely manner, call queues to be kept at minimal.
- Keep an accurate record of all customer details and other note taking data, into the data capture systems.
- To carry out all administrative tasks and duties relating to the role- handle and respond to emails where required. .
Person Specifications
- Successful candidates must speak ENGLISH fluently with an understanding of Native Dialects
- Excellent communication skills, articulate and confident with great telephone manner
- A friendly, enthusiastic self-starter professional with a vibrant personality
- Previous Customer Service experience is essential (call centre preferred)
- Good interpersonal skills to be able to deal with people at all levels
- Ability to take ownership when resolving problems
- Good interpersonal skills to be able to deal with people at all levels
- Reliable and excellent time keeping skills
- Being able to work independently as well as within a team
- Good numeracy and IT skills
Working Requirements:
Bureau opening hours are:
Monday to Friday: 7am - 10pm
Saturday 8am – 10pm
Sunday 9am – 7pm
This is for Part Time Staff - Weekends (are a must) and evenings
Work Remotely
Job Types: Part-time, Permanent
Pay: £12.75 per hour
Education:
- GCSE or equivalent (preferred)
Experience:
- customer service: 1 year (required)
Work Location: In person
