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Call Centre Agent

Location: DARLINGTON, COUNTY DURHAM, UNITED KINGDOM Salary: 17,500-18,500 GBP (UK Pounds) Per annum, inc Benefits
Sector: Business Support Job Type: Permanent
Shift Type: FULL TIME Applications: 15
Posted: 3 months ago Reference: X3-359342

Reed in Teesside are working with an established financial services organisation, based in County Durham who are looking to appoint a full time, permanent Call Centre Agent to join their expanding team. 

Paying up to £18,500 based on experience, with excellent benefits including 26 days A/L + 8 days BH. 

The purpose of this role is to be the first point of contact for all of their customers via telephone and the web.  The role is responsible for providing an efficient telephone service to ensure customer requests and queries are processed through the correct channel. 

Duties 

  • Uses knowledge and experience to provide an efficient and professional telephony service

  • Answer and return telephone calls within agreed service levels  

  • Answer and return calls in accordance with their telephone standards and any Data Protection and Finance Acts compliance. 

  • During a call you will be expected: 

  • to accurately and interactively log the details of the call into the database

  • to manage a continuous flow of calls ensuring that all details are logged and progressed before the call ends. 

  • based on the type of telephone call, to be able to identify the correct process to follow quickly and ensure the customer’s enquiry is directed correctly. 

  • Uses knowledge and experience to ensure that detailed questions are asked of the customer so that enquiries can be processed efficiently and without the need for follow up calls. 

  • Use proficiency in role to empathise with customers during sensitive conversations 

  • When needed, guide customers through web transactions. 

  • Navigate through multiple screens and systems whilst dealing with the customer query. 

  • Identify key issue and patterns in order to deal effectively with and aim to resolve any customer complaints on a once and done basis, where possible. 

  • Engage in the web chat and video services with all customers. 

  • Adding value to each engagement with customers 

  • Identify opportunities to improve  

Person Specification 

  • Excellent call handling ability with a professional and friendly telephone manner 

  • Customer focused with a genuine passion for speaking to customers. 

  • Ability to think quickly to navigate through multiple screens and systems efficiently 

  • Ability to ask multiple styles of questions to gain the most accurate information 

  • Excellent communication skills 

  • Ability to build relationships over the telephone quickly 

  • Ability to work under pressure 

  • Ability to empathise with customers in sensitive situations 

  • Attention to detail 

  • Patience 

  • A flexible approach to working hours is essential. 

  • IT Literate 

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