Call Centre Agent (Sales, After Sales)

My international client requires an experienced Call Centre Agent to join their team on a temp-to-perm basis.

Overall Purpose:

Entering reports into the Company database, administrative maintenance of and processing of data generated by Company websites
Contacting stores and store customers via phone and/or email in line with manufacturers' contractual requirements
Resolving customer/store issues within the parameters defined by the manufacturer's warranty
Ensuring that the final resolution is in the best interests of the manufacturer and company whilst maintaining customer satisfaction
Arranging and following up on the collection of damaged items and the delivery of repaired or replacement items through third-party suppliers
Assessment of collected customer luggage to determine whether the defect/damage is covered under the warranty, and advising manufacturers as appropriate
Ensuring that the Company remains compliant with all data protection legislation through appropriate action and decision making
Ad hoc, but reasonable, requests from supervisors or management, or clientsKey Accountabilities:

Customer warranty and/or repair resolution

Using the phone, email or Company websites as appropriate
Resolving customer issues within the parameters defined under the manufacturer's warranty and/or client requirementsData Entry

Entry of all necessary information into Company databases
Collections
DeliveriesCross-departmental support

Supporting the operational and administrative functions of the company as requested by the supervisor or managerCommunication:

Peer management

To effectively manage the peer relationship within the diverse call centre team within the Behaviours framework through influence, adaptation and negotiation
To ensure that any situations are escalated appropriately and with consideration to the Line Manager. All aspects are conveyed clearly Workshop

To negotiate with and influence the workshop team to ensure the timely repair of customer luggage to an acceptable standard
To convey to the workshop team sufficient and accurate information to facilitate the repair Warehouse

To convey accurate and timely information to the warehouse team to ensure that the correct product is delivered to the correct address at the correct time Reporting of Service Failures

To provide an accurate report on any service failure by a supplier to the line managerSkills/Experience

Fluent or native written and spoken English - essential
Basic MS Office skills - essential
GCSE (or equivalent) in Maths, English - essential
Experience in an airport or airline operation - desirable
Experience in an operational call centre environment - desirable
Experience in a high-pressure, fluid sales environment - desirablePerson/Team Fit

Team player with excellent verbal communication skills and a keen eye for detail
Able to cope under the pressure of a service recovery situation, dealing with the public when in a stressed frame of mind
Adaptable and resiliantInterested? Please apply

Parkside Recruitment Ltd is acting as an Employment Business in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer