Delivering exceptional customer experiences is a key priority for our team. We're seeking an individual who thrives in fast-paced environments and brings empathy, integrity, and results-driven energy to every interaction.
About the Role
You'll be the first point of contact for our valued customers, scheduling appointments, resolving queries, de-escalating challenging situations, and ensuring every interaction leaves a positive impression.
* We're looking for someone with proven experience in de-escalating tense or challenging customer interactions.
* Familiarity with CRM systems and databases is essential, as is confidence in navigating multiple systems.
* A background in a complex call centre or fast-paced retail environment would be beneficial.
* Experience working with KPIs and performance targets is also important.
* Excellent interpersonal skills, including genuine empathy for people, are a must.
* Strong problem-solving and critical thinking ability will enable you to make informed decisions.
* A collaborative team player who thrives in multi-site team environments is required.
* Exceptional attention to detail and organisational skills are also necessary.
Key Responsibilities
* You'll actively seek to understand customer needs during inbound calls and proactively engage with customers to schedule appointments.
* You'll process detailed information consistently and accurately, ensuring nothing slips through the cracks.
* You'll absorb new information quickly and apply it effectively to improve performance and service delivery.
* You'll take direct action to meet and exceed objectives, always striving for excellence.
* You'll perform under pressure with composure, resilience, and professionalism.
* You'll remain fully functional and focused in changing environments, whether it's new systems, procedures, or customer behaviours.
* You'll uphold the highest standards of conduct, aligning with our values and culture in every decision and interaction.