Job Description

Job Role: Call Centre Operative

A Call Centre Operative plays a crucial role as the frontline representative of a company, handling incoming and outgoing calls to deliver high-quality customer service. Below is an outline of the typical responsibilities, skills, and expectations associated with this role:

Key Responsibilities

Customer Assistance:

Answer incoming calls promptly, professionally, and courteously. Address customer inquiries and resolve issues by providing accurate information and guidance. Process orders, handle complaints, and offer solutions to ensure customer satisfaction.

Communication and Support:

Provide clear, concise, and empathetic communication to customers across various issues. Manage calls efficiently to optimize service time while maintaining attention to detail. Follow standardized scripts when necessary, adapting language and tone to suit individual customer needs.

Data Entry and Documentation:

Enter relevant customer information and call details into the company's CRM (Customer Relationship Management) system. Accurately record interactions and feedback for future reference and service improvement.

Quality Assurance and Performance Metrics:

Adhere to set performance indicators such as call resolution rates, call handle times, and customer satisfaction scores. Participate in quality assurance reviews to ensure compliance with company standards.

Problem Resolution:

Troubleshoot common problems and escalate complex cases to senior team members or supervisors. Provide follow-ups and keep customers informed on the status of their issues or queries.

Team Collaboration:

Work collaboratively with colleagues to share best practices, support overall team objectives, and contribute to a positive workplace culture. Engage in regular briefings and training sessions to stay updated on product or service changes.

Administrative Support:

Assist with outbound telemarketing tasks, surveys, and follow-up calls as required. Maintain organized records and adhere to any regulatory or data protection standards relevant to the industry.
Essential Skills and Qualities

Communication Skills:

Excellent verbal and written communication skills, enabling clear and effective interactions with a diverse customer base.

Interpersonal Skills:

Strong ability to listen actively, empathize with customers, and build rapport quickly. Patience and resilience when dealing with challenging situations or upset customers.

Technical Proficiency:

Familiarity with telephone systems and CRM software. Basic computer skills for navigating software applications, entering data, and retrieving information.

Organizational and Time Management Skills:

Ability to manage multiple tasks efficiently in a fast-paced environment, prioritizing important issues appropriately.

Problem-Solving Abilities:

Capable of thinking on your feet to identify issues and provide timely, effective solutions.
Working Environment

Call Centre Operatives typically work in an office environment or a dedicated call centre space. The role might require flexibility in scheduling, including shifts that cover weekends, evenings, or holidays. Given the fast-paced nature of call centres, adaptability and a high level of organization are key attributes.

Job Types: Part-time, Temporary, Zero hours contract

Additional pay:

Performance bonus
Schedule:

Day shift Monday to Friday Night shift Overtime Weekend availability
Experience:

Technology Application Manager: 1 year (preferred) Call Centre Operator: 1 year (preferred)
Language:

English (preferred)
Licence/Certification:

DBS ON UPDATE SERVICE (required)
Work Location: In person