Customer Interaction Centre Care Agent

Recruiter
Echo Personnel
Location
Northampton, UK
Salary
Competitive
Posted
01 Jun 2019
Closes
27 Jun 2019
Ref
1167065637
Sector
Engineering
Contract Type
Permanent
Hours
Full Time
This is initially a 12 - 18 month contract, which could go permanent at the end of the contract.

We are looking ideally for graduates with an engineering background but also must be confident on the phone speaking to customers.

The starting salary is £22,000 pa (raising to £23,000 pa after six months' probation plus a 13.5% commission scheme - payable monthly). After one full year service there is another salary increase to £26,000 pa.

Primary Focus:

Provide a high level of inbound service, complete and expand all requests to complete and exceed the customer satisfaction levels. Where possible ensure all catalogue queries (level 1) and beyond are answered at first point of contact. Investigate further opportunities to increase customer relations and interests with in products and services.

Scope of Activities for the Customer Interaction Centre Care Agent Role:

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Ensure the Care Agent meets the targeted service levels as defined with the department Balanced Score Card by being available to service all incoming and outgoing telephone, fax or email requests throughout our business open hours. Continually prioritising workloads to protect and maintain department KPI's Service and customer satisfaction levels at all times.

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Takes care of standard order and quotation processing by telephone (mainly during call) and pro-actively challenge these to find added value for customer, ensures all opportunities are followed through to completion.

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Follow up of quotations created to convert to an order at the earliest convenience.

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Pro-actively identify "business opportunities" to find added value for customer, Consult the customer in application issues and provide references to create added value.

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Run assigned daily reports to identify proactive outbound call opportunities and / or order delay issues working with the customer to find the best possible outcome or alternative products.

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Able to Negotiate and create value propositions based on agreed customer needs.

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Uses technical engineering knowledge and the range of Festo products and services to identify the most appropriate products and applications for the customer

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Have a detailed understanding of customer markets and competitors

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Support the Sales Teams with defined projects as required.

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Work closely with the customer, sales teams and other internal functions to ensure any enquiry or complaint is dealt with professionally and at the earliest opportunity.

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Ensure work is accurate and to the highest standards of quality in relation to all aspects of the work and activities that are undertaken, whilst ensuring all company policies, processes and guidelines are adhered to.

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The Care Agent is expected to seek, accept and actively participate in all development opportunities provided.

Knowledge and Skill Requirements for this role:

Communication: Demonstrates conscious competence in the application of Fundamental and Assertive Consultative Communication skills based on a thorough understanding of ALL customer and colleagues needs.

Produces written communications that are clear, written to a professional standard ad in accordance with corporate design. Takes time to ensure that ALL written communications are error free and proof read before despatch.

Technical Knowledge: Mechanical/Electro-Mech/Electronic Engineering - Degree or HND minimum qualification to provide first call resolution to customers technical questions.

Understand and complie with company and departmental processes in order to maximise efficiency, minimise quality non-compliances and associated risk to the company. Uses Continuous improvement to recommend improvement suggestions. Supports core process and can convey this knowledge and commitment to others

IT Knowledge and Skills: Is committed to, understands and effectively uses core IT tools such as office, SAP, BI and SharePoint in support of their responsibilities. Uses such tools to a professional standard in terms of accuracy, format and presentation. Effectively uses company communication tools such as Technical support request [TRS], Outlook, SFA, ICM and WeNet to accelerate the speed or impact of business communication. Uses these tools to ensure that the required information can be accessed in a timely manner. Is able to demonstrate an understanding of the use of company product selection tools to choose & apply our products

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