HRGO are working closely with a parcel company in Northampton for 10 contact centre operatives

Working hours are 10am to 7pm Monday to Saturday with 1 day off during the week. Saturday opening hours are 8am to 4pm.

The role will be subject to a DBS chceck due to the nature of the role.

Overall Purpose of Role

• To provide quality Customer service to our prestigious Customers through direct inbound telephone interaction with their customers.
• By professionally handling the inbound calls, assist the Company in meetings the Customers stringent Service Level Agreements/Targets.

Main Responsibilities:

• To answer inbound calls politely and professionally, dealing with the Customers and end Consumers queries, complaints and enquiries efficiently.
• To empathise with the Customer's needs and try and match the request with a range of re-delivery dates and locations.
• To up-date the database correctly and ensure the information is captured and recorded efficiently.
• To manage Customer issues in order to prevent them from becoming complaints or to seek assistance from Line Manager when required.
• To provide support to Colleagues and to ensure that effective communication is maintained within the team.
• Liaise with other departments within DX to seek efficient resolutions to Customer's issues.
• When requested, conduct out bound calls to arrange redeliveries

Measures:

• Excellent telephone communication skills with clear voice and accurate hearing/keyboard skills
• Customer focused and takes personal care of someone's delivery
• Committed to their own personal development
• Has empathy with the Customers and a general passion to please
• Works well within in a team environment
• Takes ownership for resolving issues and seeks assistance when needed
• Understand the organisation and how it actually delivers its products to the Customer and end Consumer.
• Has Attention to detail when administrating the Customers requirements and up-dating the database.

Personal Specifications:

• Excellent telephone manner with a confident approach to talking to people
• A general passion to please- empathy
• SLA /Target orientated
• The ability to cope in a busy and highly pressurised environment
• Accurate and speedy computer/phone input skills with knowledge of Microsoft programmes