Purpose:
To efficiently assist the After-Sales Quality Manager in monitoring consumer engagement of the outsourced Contact Centre to ensure high quality levels of responses to consumers and retailers are achieved and in accordance with Group standards and procedures.
Purpose:
To efficiently assist the After-Sales Quality Manager in monitoring consumer engagement of the outsourced Contact Centre to ensure high quality levels of responses to consumers and retailers are achieved and in accordance with Group standards and procedures.
Main Responsibilities:
Analyse the UK Contact Centres consumer engagements to ensure all are completed in a professional manner providing a high quality of service expected of a premium brand
To provide escalation management for the Contact Centre
Monitor the daily results of the Customer Satisfaction Survey and contact customers as and when required
Identify ongoing training requirements within the UK Contact Centre providing feedback to the After Sales Technical Trainer
Principle Accountabilities:
Identify product quality issues through monitoring consumer engagements and provide feedback to the After Sales Technical Trainer
Provide efficient Web-chat responses in accordance with departmental service standards and relay company information regarding products and services to consumers
Assist in producing product training material for all UK Subsidiary After Sales Departments and Contact Centre
Ensure escalated communication from the UK Contact Centre is responded to efficiently so to maintain the Group SLA targets
Mentor and assist in training new employees within the UK Contact Centre
Approve and request consumer refunds in accordance with company procedure
Ensure that any enquiries or cases involving injury or property damage are prioritised and recorded accurately, ensuring all information is collated and passed to appropriate personnel
Contribute to the Customer Support Knowledgebase by making suggestions for new articles
Any other duties as requested by the Contact Centre Quality Manager
Qualifications, Skills & Experience: Essential:
GCSE passes in English and Maths or equivalent
Proven experience in a Customer Service role preferably dealing with consumer products
Competence in Microsoft Office including Word and Microsoft Excel software packages
Ability to work well in a team, collaborative approach to working
Excellent communication skills (written and verbal)
Polite communicator
Can-do attitude
Works well under pressure, resilient
Analytical skills, ability to provide insight / recommendations from data
Organised, precise, attention to detail
Sound knowledge of Web-Chat and social media communication
Ability to travel
Job Description
Web Chat Customer Service
£20,000
Temp to perm : immediate start
Havant
Purpose:
To efficiently assist the After-Sales Quality Manager in monitoring consumer engagement of the outsourced Contact Centre to ensure high quality levels of responses to consumers and retailers are achieved and in accordance with Group standards and procedures.
Main Responsibilities:
Analyse the UK Contact Centres consumer engagements to ensure all are completed in a professional manner providing a high quality of service expected of a premium brand
To provide escalation management for the Contact Centre
Monitor the daily results of the Customer Satisfaction Survey and contact customers as and when required
Identify ongoing training requirements within the UK Contact Centre providing feedback to the After Sales Technical Trainer
Principle Accountabilities:
Identify product quality issues through monitoring consumer engagements and provide feedback to the After Sales Technical Trainer
Provide efficient Web-chat responses in accordance with departmental service standards and relay company information regarding products and services to consumers
Assist in producing product training material for all UK Subsidiary After Sales Departments and Contact Centre
Ensure escalated communication from the UK Contact Centre is responded to efficiently so to maintain the Group SLA targets
Mentor and assist in training new employees within the UK Contact Centre
Approve and request consumer refunds in accordance with company procedure
Ensure that any enquiries or cases involving injury or property damage are prioritised and recorded accurately, ensuring all information is collated and passed to appropriate personnel
Contribute to the Customer Support Knowledgebase by making suggestions for new articles
Any other duties as requested by the Contact Centre Quality Manager
Qualifications, Skills & Experience: Essential:
GCSE passes in English and Maths or equivalent
Proven experience in a Customer Service role preferably dealing with consumer products
Competence in Microsoft Office including Word and Microsoft Excel software packages
Ability to work well in a team, collaborative approach to working
Excellent communication skills (written and verbal)
Polite communicator
Can-do attitude
Works well under pressure, resilient
Analytical skills, ability to provide insight / recommendations from data
Organised, precise, attention to detail
Sound knowledge of Web-Chat and social media communication
Ability to travel
Job Summary
Location: Havant Salary: £20000.00 - £20000.00 Per Annum Contract Type: Permanent Sector: Customer Service Division: Commercial Date: 18th November 2019
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