Position Overview & Specifications
The purpose of this role is to answer and handle all incoming calls promptly and effectively, in accordance with the Customer Contact Centre procedures. In addition to calls, there will be a variety of administration work to be carried out in between call work. The Customer Champion will work as part of a team delivering a first class, professional service to all Pinnacle Pet Group customers, whilst ensuring that that all customer records are kept accurate and up to date.
- To answer and handle calls promptly in an enthusiastic, courteous and efficient manner
- Identify and respond to the needs of customers, resolving queries where possible or passing effectively to Senior Customer Champion or the Management team.
- Apply detailed, up-to-date knowledge of products and procedures
- Promote a positive image of Pinnacle Pet Group and client companies
- Seek to achieve and exceed individual and team targets
- Use call centre systems effectively and in line with department procedures
- Input all data and complete all related paperwork accurately
- Take an active role as a team member
- Respond to changing priorities and achieve tasks quickly and efficiently
- Maintain an acceptable level of attendance, punctuality and general time-keeping
Required Skills and Work Experience:
Essential
Previous call centre experience (preferably in an inbound environment)
Previous customer service experience
Sound experience working towards call volumes and quality targets
Excellent telephone manner
The ability to communicate effectively, verbal and written
PC literate
Previous administration experience
Ability to work towards tight deadlines and productivity levels
Good attention to detail
Excellent data entry skills
The ability to work as part of a team
Previous customer service experience
Finance or Insurance industry experience
GCSE’s passes A-C or equivalent, including Maths and English
Desirable
A Levels, or equivalent, in Maths and English
Microsoft Word and Excel (basic level)
NVQ in Customer Service
Job Types: Full-time, Permanent
Salary: £20,000.00-£23,500.00 per year
Benefits:
- Casual dress
- Company pension
- Life insurance
- On-site parking
- Private medical insurance
Schedule:
- Day shift
- Monday to Friday
- No weekends
Work Location: In person
Reference ID: Customer Service