Customer Support Centre Specialist
TheRecruitmentConsultancyLtd
Posted: October 5, 2018
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Quick Summary
Supports the day-to-day running of the call centre, monitoring processes, reporting and reviewing best practices, and identifying improvements to customer experience.
Required Skills
Job Description
Our client is a well-known, award-winning global retail business with stores all over the world and an outsourced customer support centre in Eastern Europe that employs between 80 - 170 call centre agents throughout the year.
This role will support the Customer Care Manager with the day to day running of the call centre, monitoring the processes and procedures, reporting and reviewing the best way of working, and identifying any improvements that can be made to the customer's experience. You will coordinate the handling of customer complaints, drive improvements in complaint investigation, and undertake root cause identification and implementation of preventative actions to effectively minimise call volumes and call centre traffic. You will also research and respond to any escalated queries or complaints ensuring the business is made aware of impacting issues.
You will need strong call centre management experience with knowledge of process or quality improvement methods. You must have excellent written and verbal communication skills and the ability to take ownership of stressful or sensitive issues. The role is based in Littlehampton, however there will be a requirement to travel to Eastern Europe and the London office several times a year. You will be provided with a company mobile telephone and laptop.
As well as a competitive salary, here are just a few of the rewards and benefits you can look forward to: a 5% non-contributory pension plan, 23 days holiday, 3 days a year to volunteer in the local community, 50% staff discount and access to product sample sales, access to Perks At Work, an online shopping channel with exclusive deals & discounts, and LOVE money to spend on your well being and personal development.
If you would like to work for an internationally respected brand that offers a competitive salary and a great benefits package then we would like to hear from you.
This opportunity is advertised by The Recruitment Consultancy which is operating as an Employment Agency.