Call Centre Agents - Claremont at Unique Personnel

Role Summary:

• Support and provide superior customer care service via phones and web enquiries to handle and resolve complaints, provide information in response to inquiries, both as a receiver and caller.

Key Work Outputs and Accountabilities:

• Customer Service Complaint Handling Web & Chat Outbound Customer Feedback Support ( Performance indicator) 
• Call monitoring indicators 
• Telephony Performance 
• Volumes of Inbound calls handled 
• Volumes of outbound calls 
• Average duration of calls 
• Accuracy of log updates 
• Complaints 
• Customer satisfaction 
• Average speed to completion 
• Call monitoring Scores 
• Speed of responses to emails 
• Email response accuracy 
• Chat quality and responses 
• Obtain scores for service provided and detailed feedback

Inherent Requirements    
Qualifications and Experience:

• Tertiary Education in a related field advantageous
• Minimum of 5 years experience in a similar role 
• UK Customer Call Center experience essential 
• Evidence of sufficient experience to demonstrate ability 
• Strong value in customer service
• Good initiative and judgement skills
• Team player
• Familiar with Data Protection 
• Communication skills both verbal and written including excellent telephone manner 
• Ability to work in a hybrid environment
• Skills and Competencies:
• Passionate about delivering excellent service to every customer. 
• Does what they say they will do to delight customers and achieve the company's goals every day 
• Understands the customer better than anyone 
• Ensures all activities and decisions make life better for customers
• Communicates well.
• Keeps colleagues and customers informed about changes that affect them
• Listens to people’s needs and concerns, and acts on the feedback
• Is honest, focused and straightforward in conversations
• Work together to deliver great results.
• Treat colleagues with respect and recognise everyone has an important contribution to make  
• Take ownership of and effectively manage customer relationships