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For Companies At a Glance
- Tasks: Engage with customers, provide solutions, and enhance their experience through various communication channels.
- Company: Join Partner Retail Services, a leader in retail solutions, partnering with Samsung UK.
- Benefits: Enjoy hybrid working, competitive pay, and a potential 20% bonus on top of your salary.
- Why this job: Be part of a dynamic team that values customer relationships and offers growth in a tech-savvy environment.
- Qualifications: Passion for people, good communication skills, and a love for technology are essential; sales experience is a plus.
- Other info: Flexible hours with 30 hours per week, including weekends, and only two days in the office each month.
Location: Head Office, Marlow (Hybrid Working available – 2 Days working in a Marlow a month)
Hours: 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, clarify information, research each issue and provide the appropriate solutions and / or alternatives
- Records management across call centre databases
- Utilising personal training via internal training platform to ensure product and process knowledge remains up to date
- Always delivering impeccable customer service
- Outbound calls to customers, 3rd parties and escalation routes as required
Evidencable Knowledge, Skills And Experience
- Passionate about people – from customers to stakeholders, to build sustainable relationships by going the extra mile
- The ability to prioritise 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 eco system and a love for all things tech
- Confident communicator – good verbal and written skills are a must
- Computer literate
Deliverables
- Delivering multi-channel support via phone calls, emails, chats and social media
- Acting as a liaison between customer and store to maximise customer experience whilst minimising impact on store team effectiveness.
- Navigating various business platforms/systems dependant on the nature of the customer query
- Management of 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
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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, both verbal and written. As a Contact Centre Agent, you'll need to convey information clearly and effectively, so consider role-playing scenarios or engaging in conversations with friends to build your confidence.
✨Tip Number 3
Get comfortable with handling KPIs and targets. Research common metrics used in call centres, such as average call time and customer satisfaction scores, so you can demonstrate your understanding of performance expectations during interviews.
✨Tip Number 4
Showcase your ability to build relationships. Think of examples from your past experiences where you've gone the extra mile for customers or colleagues, as this aligns perfectly with the company's focus on customer service and relationship building.
We think you need these skills to ace Contact Centre Agent- Part Time
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the core responsibilities and required skills. Tailor your application to highlight how your experience aligns with the role of a Contact Centre Agent.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, especially in customer service or sales. Use bullet points for clarity and focus on achievements that demonstrate your ability to meet KPIs.
Write a Strong Cover Letter: In your cover letter, express your passion for customer service and technology. Mention specific examples of how you've gone the extra mile for customers in previous roles, and why you want to work with Partner Retail Services.
Proofread Your Application: Before submitting, double-check your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a customer-facing 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. Share examples of how you've gone the extra mile in previous roles to enhance customer experiences, as this aligns perfectly with the company's values.
✨Demonstrate Your Tech Savvy
Since the role involves working with Samsung products, it’s crucial to showcase your knowledge of the Samsung ecosystem. Be prepared to discuss your favourite tech gadgets and how they can improve customer experiences.
✨Prepare for KPI Discussions
Familiarise yourself with key performance indicators (KPIs) relevant to the role. Be ready to discuss how you have met or exceeded targets in past positions, as this will demonstrate your ability to thrive in a targeted environment.
✨Practice Your Communication Skills
As a Contact Centre Agent, strong verbal and written communication skills are essential. Practise articulating your thoughts clearly and concisely, and consider role-playing common customer scenarios to build confidence.
