Contact Center Associate

PA 2 Assist Ltd.; Wolverhampton; On-site; GBP 22,000 - GBP 28,000; Full time

Job summary

A customer support company in Wolverhampton is looking for a dedicated professional to join their team. The role involves assisting customers through phone and email with product inquiries and order support. Candidates should demonstrate strong customer service skills, effective communication, and problem-solving abilities. The company emphasizes a friendly and helpful service ethos, with ongoing feedback and support available for team members.

Qualifications

• Experience in customer service roles is preferred.
• Proficient in handling customer inquiries via phone and email.
• Ability to navigate ambiguous situations effectively.

Responsibilities

• Deliver friendly and helpful service to customers.
• Assist customers with product inquiries and order support.
• Follow standard operating procedures and company policies.
• Engage in continuous improvement activities.

Skills

Customer Service Skills

Problem-Solving

Communication

Active Listening

Job description

JOB DETAILS

Essential Duties and Responsibilities

• Customer Experience
  • Deliver friendly and helpful service
  • Demonstrate professionalism
  • Actively listen and express empathy
  • Navigate ambiguity
  • Overcome obstacles
  • Identify solutions
• Operational Execution
  • Proficient in all assigned areas of responsibility
  • Accurate and timely completion of workload
  • Implement feedback and coaching
  • Drive for continuous improvement
  • Follow standard operating procedures
  • Adhere to company policies
• Primary Duties
  • Assist customers through phone and email
    • Basic product support
    • Parts identification and ordering
    • Web order support, including order status, cancellations, and returns
    • Issue resolution
    • General questions
  • Meet or exceed goals
    • Call and email audit Steps of Service
      • Sincerely greet the customer
      • Evaluate the customer’s needs
      • Resolve the issue
      • Validate the customer’s satisfaction
      • Express appreciation
    • Availability
    • Call tag rate and accuracy
      • Including pertinent information, such as item # and detailed notes
    • Survey transfer rate
  • Other duties as assigned
• Additional Duties
  • Engage in continuous improvement environment
    • Demonstrate self-awareness and humility
    • Implement coaching and feedback
    • Strive to improve individual and team KPI’s
• Shared Duties
  • Customer Experience
    • Service Level
    • Customer Satisfaction
    • Engage in a great place to work
  • Operational Execution
    • Adherence to schedule
    • Follow policy and procedures
    • Commitment to continued learning and self-development

Success Drivers: Friendly

• Rebounds from setbacks quickly
• Establishes sincere connection with those they interact with
• Successfully resolves challenges with a positive outcome

Are you interested in this position?

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