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Call Centre Advisor Inbound/Outbound

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  • Date Listed 03/04/2018
  • Location
  • Advertised By Private
  • Job Type Full-Time

Job Title:

Call Centre Advisor Inbound/Outbound

Department/Location:

Ireland Call Centre

Reports to:

Call Centre Supervisor

Purpose of Role:

To provide an excellent customer service in line with the Company’s Call Centre performance standards in handling inbound and outbound customer calls, processing customer orders and assisting with stock enquiries and all day-to-day Call Centre operations.

KEY ACCOUNTABILITIES

Ø To handle inbound & outbound customer calls and process customer orders in an accurate and efficient manner;

Ø To maintain call-take levels within defined Call Centre standards;

Ø To achieve all personal call targets and objectives as directed;

Ø Be knowledgeable of Company’s products and services and keep appraised of changes in order to overcome any objections and / or answer queries and questions about the products supplied by Nisbets

Ø To drive additional sales or leads using agreed sales techniques or prepared scripts in order to persuade customers to buy from Nisbets

Ø Maintain accurate and complete customer/potential customer records , including details of conversations / agreements reached

Ø To undertake additional customer/call centre/business activities as directed by the Call Centre Supervisor.

Ø Average Quality Monitoring Score

Ø No of Calls per Hour

Ø Call Centre Lost Call Rates

Ø Call Centre Knowledge and Skills Testing

Ø Delivery & Quality of Work

Ø Customer Satisfaction

KNOWLEDGE, EXPERIENCE & QUALIFICATIONS

KEY COMPETENCIES

KEY INTERFACES

Ø Proficiency in Microsoft Office (Excel & Word)

Ø Good level of general education (numeracy & literacy)

Ø Experience of working in a sales environment or call centre/proven customer service skills

Ø Excellent telephone manner/ ability to work in a fast-paced environment

Ø Customer Service

Ø Problem-solving & Decision-making

Ø Communication

Ø Planning & Organization

Ø Resilience & Openness to Change

Ø Team-work & Relationship-building

Ø Attention to Detail

Ø Flexibility

Ø Respect for Race, Equality & Diversity

Ø Existing & prospective customers

Ø Departmental colleagues

Ø Other departments & key contacts throughout the business as required


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