Our client is looking for an ambitious and driven new member of staff for their expanding Contact Centre Team. If you have previous Sales or Customer Service Experience and are looking for a way into the Property Industry then we want to hear from you.
The Contact Centre Advisor would be accountable for delivering excellent customer service to all that they speak with, whether that be current clients/ customers, prospective customers/ clients and fellow members of staff across all branches. The Contact Centre are responsible for handling all overflow inbound calls and are expected to make outbound calls in an effort to increase the company's market share by booking in Market Appraisals for relevant members of staff across all branches.
The ideal candidate (not limited to):
- Experience in a call centre environment (desirable)
- Experience of customer facing roles within; sales, service or hospitality industries (desirable)
- People & Customer focused
- Confident communicator both over the phone and by email
- The ability to adapt quickly to changing circumstances
- Passion for property
- Thrives within a target driven, results oriented environment
- Excellent customer service skills and telephone manner
- Excellent organisational skills
- Works well as part of a team
- Calm and capable under pressure showing empathy always
- Ability to not only multi-task but effectively prioritise
- Ability to problem solve with compliant use of company policy and process
- Verbal and written communication skills
- Computer literate
Responsibilities (but not limited to):
- Delivering Multi-channel support via phone calls and e-mails
- Follow communication "scripts" when handling different queries
- Build sustainable relationships and engage customers by going the extra mile
- Keep records of all conversations in our call centre database in a comprehensive way
- Taking full ownership of customer escalations, resolving these in line with the pre-defined policy and process
- Promoting the brand in all interactions regardless of the challenge
- Delivering impeccable customer service, at all times
- Establishing customers’ sales needs through effective questioning, identifying cross sell 'add on opportunities’ to enhance customers experience of the brand
- Working to defined targets individual/team across customer satisfaction, sales & service metrics