Contact Centre Agent Job Description Template
Our company is looking for a Contact Centre Agent to join our team.
Responsibilities:
- Processing orders;
- Monitoring the web chat function;
- Answering inbound phone calls;
- Customer Service;
- Responding to emails;
- Replying to letters;
- Deal with all telephone calls in a prompt, courteous and professional manner;
- Conduct follow up calls on all quotation enquiries within agreed time frames;
- Ensure profit levels are, maintained to agreed parameters, through negotiation with Contact Centre Manager;
- Conduct soft outbound calls and answer inbound sales calls, following up lapsed customers and warm leads;
- Establish an excellent working relationship with Field Sales personnel;
- To assist with other departments and represent the company at events as required;
- Manage open orders, aiming to maximise invoiced sales;
- Processing and escalating calls as necessary to ensure first time resolution wherever possible;
- Raise and progress customer orders, ensuring delivery dates are met.
Requirements:
- Well-developed planning and organisational skills;
- Good computer skills;
- Good interpersonal skills;
- Previous contact centre experience;
- Effective communication and negotiation skills – both verbal and written;
- Ability to multitask and adapt to a fast paced environment;
- Excellent attention to detail;
- Accuracy and attention to detail;
- Good standard of numeracy;
- Good standard of IT literacy;
- Good telephone manner;
- Excellent level of telephone skills;
- Track record in excellent customer service;
- GCSE Maths and English or Equivalent;
- Competent at using email as a method of communication to both customers and colleagues.