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For Companies At a Glance
- Tasks: Engage with customers, provide solutions, and enhance their experience through effective communication.
- Company: Join Partner Retail Services, a leader in retail solutions, partnering with Samsung UK.
- Benefits: Enjoy hybrid working, competitive pay, and a bonus potential of 20%.
- Why this job: Be part of a dynamic team that values customer relationships and offers growth opportunities.
- Qualifications: Passion for people, good communication skills, and a love for tech are essential.
- Other info: Flexible hours with part-time options available, perfect for students!
Location: Head Office, Marlow (Hybrid Working available - 2 Days working in Marlow a month)
Hours: 25 or 30 per week (including weekends)
Salary: £12.60 per hour
Enhanced Pay Opportunity
Bonus: 20% potential
Who are we? We’re Partner Retail Services, a part of the PJ Investment Group. Through this extensive network of companies, we’ve developed a market-leading end-to-end retail solution, handling every step of our customers' journey. We partner with Samsung UK and operate the Samsung Experience Stores on the UK high street and online.
Core responsibilities of the role include:
- Working as one of the key sales channels within PRS whilst always doing what is right by the customer
- Cross-selling where appropriate, to enhance a customer’s brand experience
- Identifying a customer’s needs, clarifying information, researching each issue, and providing the appropriate solutions and/or alternatives
- Utilising personal training via internal training platform to ensure product and process knowledge remains up to date
- Making outbound calls to customers, third parties, and escalation routes as required
Evidence-based Knowledge, Skills, and Experience:
- Passionate about people – from customers to stakeholders, to build sustainable relationships by going the extra mile
- The ability to prioritize workloads
- A commercially minded approach to every conversation
- Previous sales experience is desirable but not essential
- Worked towards multiple KPIs and is used to a targeted environment
- Knowledge of the Samsung ecosystem and a love for all things tech
- Confident communicator – good verbal and written skills are a must
- Delivering multi-channel support via phone calls, emails, chats, and social media
- Acting as a liaison between customer and store to maximize customer experience whilst minimizing impact on store team effectiveness
- Navigating various business platforms/systems depending on the nature of the customer query
- Managing customer escalations through to a satisfactory conclusion
- Working to pre-defined targets as both an individual and a team across sales, customer satisfaction, and service metrics
KPI’s include: average call time, first-time resolution, call abandonment rate, average call wait time, call hold time, email response time, productivity, call cost, customer satisfaction (NPS, Mystery Shop), sales conversion and sales attachment rate
Bonus potential is measured on sales metrics.
Contact Centre Agent- Part Time employer: Partner Retail Services (PRS&)
Contact Detail:
Partner Retail Services (PRS&) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Agent- Part Time
✨Tip Number 1
Familiarise yourself with the Samsung ecosystem and products. Being knowledgeable about their offerings will not only help you in conversations but also show your passion for tech, which is a key requirement for this role.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since you'll be handling customer queries and making outbound calls, being clear and confident in your verbal communication can set you apart from other candidates.
✨Tip Number 3
Get comfortable with working towards KPIs. Understanding how to manage your time and prioritise tasks effectively will demonstrate your ability to thrive in a targeted environment, which is crucial for this position.
✨Tip Number 4
Showcase your customer service skills by preparing examples of how you've gone the extra mile for customers in the past. This will highlight your passion for people and your commitment to enhancing customer experiences.
We think you need these skills to ace Contact Centre Agent- Part Time
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in customer service or sales. Emphasise any previous roles where you demonstrated strong communication skills and the ability to work towards KPIs.
Craft a Compelling Cover Letter: In your cover letter, express your passion for helping customers and your enthusiasm for technology, particularly the Samsung ecosystem. Mention how your skills align with the core responsibilities of the role.
Showcase Your Skills: When detailing your experience, focus on examples that demonstrate your ability to prioritise workloads and manage customer escalations effectively. Use specific metrics or achievements to illustrate your success.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for a contact centre role.
How to prepare for a job interview at Partner Retail Services (PRS&)
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for helping customers. Talk about any previous experiences where you went the extra mile to ensure customer satisfaction, as this role is all about building sustainable relationships.
✨Demonstrate Your Tech Savviness
Since knowledge of the Samsung ecosystem is important, be prepared to discuss your familiarity with their products. If you have experience with tech in general, share examples that highlight your comfort level with technology.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle specific customer situations. Think of examples from past experiences where you successfully resolved issues or met targets, and be ready to explain your thought process.
✨Highlight Your Ability to Work Under Pressure
This role involves working towards multiple KPIs in a targeted environment. Share instances where you managed your workload effectively under pressure, showcasing your prioritisation skills and ability to meet deadlines.
