Inbound Call Centre Agent - Office UK

Job Description

Our Customer Services department requires Office UK Customer Service Agents with a real passion for retail and a commitment to delivering a high level of customer service across our various customer communication channels

Assisting on varies business platforms such as :

• Webchat
• Emails

Key Responsibilities

Applicants for the position should meet the following key requirements and competencies:

Key requirements:

• Matric qualification
• Clear criminal and credit history
• A minimum of two years’ contact centre experience in a customer service agent or similar role
• Excellent level of proficiency in written & spoken English
• Extremely self-motivated & organised with the ability to multitask & prioritise
• Strong analytical, problem solving and investigative skills
• Exceptional customer Service Experience
• Must be proficient in contact centre systems
• Computer literacy, including confident use of Microsoft Windows, Microsoft Word, Microsoft Excel, Microsoft Outlook and common web browsers; ability to navigate multiple systems, manage files and folders, enter information accurately, and use chat, email and web-based customer service platforms
• Availability and willingness to work overtime/public holidays where required
• Minimum typing speed of 30 words per minute

Qualifications and Experience

• Matric or equivalent qualification • UK customer service experience via chat and email is advantageous.

Competencies

Competencies

• Customer/Client focus
• Effective time management skills
• Attention to detail
• A good deal of accuracy
• Ability to follow set procedures
• The ability to be pro-active and constantly seek a better way of doing things
• Good time management
• Ability to work under pressure
• Strong written communication skills, with the ability to produce clear, professional and grammatically accurate chat and email responses
• A customer-centric approach, demonstrating empathy, active listening, patience and a commitment to achieving fair and effective resolutions
• Takes ownership of customer queries from first contact through to resolution, completing accurate follow-ups and escalating appropriately when required
• The ability to remain calm, professional and solution-focused when handling complaints, complex queries or challenging customer interactions
• Able to work in a team and independently
• UK customer service experience via chat and email is advantageous.