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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 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 tech-savvy mindset are essential.
- Other info: Flexible hours with 30 per week, including weekends, perfect for students.
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
Contact Detail:
Partner Retail Services 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 to build your confidence.
✨Tip Number 3
Get comfortable with working towards KPIs. Research common metrics used in call centres, such as average call time and customer satisfaction scores, so you can demonstrate your understanding of performance targets 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 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in customer service and sales. Emphasise any previous roles where you demonstrated strong communication skills and the ability to meet KPIs.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and technology. Mention your familiarity with the Samsung ecosystem and how it aligns with the role. Use specific examples to illustrate your skills and experiences.
Showcase Your Skills: Clearly outline your verbal and written communication skills in your application. Provide examples of how you've successfully managed customer interactions or resolved issues in previous roles.
Highlight Flexibility: Since the role involves hybrid working and weekend hours, mention your availability and willingness to work flexible hours. This shows that you are adaptable and ready to meet the company's needs.
How to prepare for a job interview at Partner Retail Services
✨Know the Company and Its Products
Before your interview, make sure to research Partner Retail Services and their collaboration with Samsung. Familiarise yourself with their products and services, especially within the Samsung ecosystem, as this will show your genuine interest and help you answer questions more effectively.
✨Demonstrate Your Customer Service Skills
Since the role focuses heavily on customer interaction, prepare examples from your past experiences where you provided exceptional customer service. Highlight situations where you went the extra mile to resolve issues or enhance a customer's experience.
✨Prepare for Sales-Related Questions
Even if previous sales experience isn't essential, be ready to discuss how you would approach cross-selling and upselling. Think of scenarios where you successfully identified customer needs and provided tailored solutions, as this aligns with the job's core responsibilities.
✨Showcase Your Communication Skills
As a Contact Centre Agent, strong verbal and written communication skills are crucial. Practice articulating your thoughts clearly and confidently. You might also want to prepare for role-play scenarios that test your ability to handle customer queries and escalations.
