Contact Centre Agents

Full Time 37.5 Hours per week

We require enthusiastic individuals with excellent communication and customer service skills to join our friendly Contact Centre. The Contact Centre deals directly with incoming calls from subscribers and any queries that they may have. There is no ‘cold calling’ and you will be given expert training in the use of our Contact Centre and Email management systems. You will be expected to deliver success against targets, strive to learn, develop and deliver the best possible service to customers.

Personal Development

• Strive to analyse and improve own performance
• Highlight to the team leader any areas for personal development which can be supported by:
  • Training
  • Coaching and agreeing revised goals for improvement
  • ‘On the job’ observation followed by feedback
• Respond enthusiastically and positively to all training and coaching provided

Performance

• Achieve set targets on a weekly basis
• Achieve additional performance measures/targets as agreed with the Team Leader
• Ensure all work is dealt with daily and any work which is unable to be resolved is brought to the attention of the Team Leader
• Ensure knowledge is up to date and be familiar with new products, system procedures, client policies and any other developments

Customer/Client Focus

• Take responsibility for all interactions with customers ensuring that queries and requests are completed to the satisfaction of each customer
• Ensure accuracy of all information provided to customers
• Maintain a friendly, positive and professional approach to all customers
• Approach complaints as opportunities to engender customer loyalty. Take responsibility for each complaint and see all through to a satisfactory conclusion
• Identify and exploit opportunities to up-sell/introduce gift/renewal subscriptions

Essential

• Team Player
• Enthusiastic
• Self Motivated

Desirable

• Minimum of 5 GCSE/O Levels including English and Maths
• Previous experience in a call/contact centre environment
• Experience of working to agreed performance targets

Should this opportunity be of interest to you, please email your CV to emma.oldershaw@cdsglobal.co.ukstating the position you are applying for.

Alternatively you can download an application form from the Web site www.cdsglobal.co.ukand email to the above address.