Job Description

Job Title

: Call Centre Representative

Location:

Warrington

Reports To:

Sales Manager

Department:

Sales

Job Summary:

As a Call Centre Representative, you will play a key role in assisting the sales team by providing administrative and operational support. You will be responsible for facilitating the smooth operation of the sales process, ensuring customer enquiries and complaints are addressed promptly, and supporting both internal teams and external customers. This position involves coordinating sales appointments, managing logistics, and ensuring excellent customer service at every stage of the sales process.

Key Responsibilities:

Customer Service:

Provide exceptional customer service by answering queries, resolving issues, and handling complaints promptly and professionally. Communicate with customers via phone, email, and in person to ensure all their needs are met. Ensure all customer interactions are logged in CRM and other databases, maintaining accurate records of communications.

Sales Appointment Scheduling:

Manage the sales calendar and coordinate sales appointments with potential clients, ensuring that meetings are scheduled, confirmed, and executed seamlessly. Provide administrative support during the sales appointment process, including preparing necessary documents and presentations.

Logistics and Workforce Planning:

Coordinate and manage logistics for sales estimator visits, ensuring all necessary materials, equipment, and support are in place. Assist in workforce planning by tracking sales estimators' schedules, availability, and ensuring the appropriate team members are assigned to customer needs.

Customer Queries and Complaints:

Serve as the first point of contact for customer queries and complaints, ensuring they are resolved in a timely and satisfactory manner. Work closely with the sales and customer service teams to follow up on customer feedback and resolve any issues related to products, services, or sales processes.

Collaboration with Sales Team:

Work closely with the sales team to provide necessary support in terms of customer communication, logistics, and coordination for sales appointments. Assist with the preparation of administrative documents and proposals.

Reporting and Documentation:

Maintain accurate records of customer interactions, sales activities, and follow-up tasks in CRM and other sales management tools. Provide regular reports on customer queries, complaints, and status updates on sales activities to management.

Additional Duties:

Contribute to the overall improvement of sales and customer service processes by identifying areas for efficiency and growth.

Skills and Qualifications:

Previous experience in a customer service, sales support, or administrative role. Strong communication and interpersonal skills, with the ability to engage with customers effectively. Strong organisational and time-management skills, with the ability to manage multiple priorities. Proficiency in Microsoft Office Suite and CRM systems. Ability to handle customer complaints and resolve conflicts in a professional and timely manner. High attention to detail and ability to work independently. Ability to work effectively under pressure in a fast-paced environment. Experience in workforce planning or scheduling.
Job Type: Full-time

Benefits:

Company pension
Application question(s):

If you have relevant experience, could you please describe it?
Work Location: In person