Call Centre Customer Care Agent

Job Title – Call Centre Customer Care Agent

Job Location – Leicester

Salary – £19,200

The Business Services Department based at the Leicester Support Centre focuses on providing a professional reservation, rental management, and complaint handling service to their consumer and key account customers, as well as providing administrative support to other business units.

As a Customer Care Agent, you will be required to manage inbound and outbound enquiries from a variety of consumer and corporate customers, at all stages of the rental journey.

Managing a wide variety of contact methods and using various systems and customer platforms, the multi-skilled, cross-functional Customer Care Agent will ensure an exceptional level of service is provided to all internal and external customers.

Responsibilities:

1. Maintain a high quality of Customer Service recognising the Company’s One objectives.
2. Establish and maintain a good working relationship with all internal and external customers.
3. Place reservations via phone or email utilising multiple applications and/or provide reservation support to those using direct hire sites.
4. Assist customers during their live rental.
5. Provide post rental support through proactive complaint management.
6. Provide technical support where necessary.
7. Act as the day-to-day liaison for the Customer and branches to ensure smooth running of services.
8. Ensure contractual SLAs are exceeded as specified within T&Cs and Corporate contracts.
9. Complete security of all company policies and rental rates.
10. Ensure any system issues/contract discrepancies are brought to the attention of the Team Leader/Line Manager at the earliest opportunity.
11. Portray a professional and courteous image at all times, both personally and in attitude and appearance in the work area.
12. Complete any other reasonable duties requested by your Team Leader and/or Line Manager.
13. Demonstrate excellent customer service approach and work with strong organisational and prioritisation skills.

Skills/Essentials:

1. Excellent administrative skills, communication, and attention to detail.
2. High quality standards.
3. First class IT – knowledge of all Microsoft and Google packages.
4. Able to work using own initiative as well as within a team.
5. Highly results driven.
6. Customer centric attitude.
7. Confidence to work across all levels of the business.
8. Practically minded: able to roll sleeves up and get stuck in.
9. Available to work overtime should it be required – even at short notice.
10. Work well under pressure and achieve deadlines: excellent time management.
11. Take responsibility for all tasks and duties designated to yourself or your team.

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