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Contact Center Agent

Job description:
Contact Agent

Location: Birmingham (City Centre - Jewelry Quarter)
Salary: £10,140 per annum + pension scheme + 10.5 days holiday
Job type: Permanent - Part time (22.5 hrs per week)
Working hours: 16:00 - 20:30 Monday to Friday

As Europe`s leading Vacant Property and Security specialist, our client is a growing multinational company with 18 offices throughout Europe. Their services include innovative vacant building protection, Security and Property and Facilities management.

A new role has recently become available for a Contact Centre Agent. They are looking for a friendly, flexible and organized person to join their Call Centre team in the Birmingham office. The main purpose of the role is to work on the Helpdesk, covering the working hours of: 16:00 - 20:30 Monday to Friday to act as a point of contact, dealing with incidents and for providing updates. You will be responsible for monitoring and logging incidents during their life-cycle through incident Management and endeavouring to resolve incidents and issues as quickly as possible.

Key Activities:

• Dealing with incoming phone calls and making outgoing phone calls
• Use & update CPM database to log all communications
• Ensure all cases are logged with correct service entitlements and other critical details
• If problem established and unable to resolve ensure successful escalation to Senior Agent or Management following the correct Escalation process
• Use the correct routes and processes for handling cases and resolving queries (training will be provided)
• Communicate professionally with Customers and Guardians (occupants)
• Communicate professionally with internal departments and external suppliers
• Attend team meetings
• Maintain rapport with colleagues, contractors and Operations team.
• Solve logistical problems

The ideal candidate will have the following attributes / qualities:

• Good time keeping
• Capable of multitasking
• Good at prioritizing calls and workload
• Self-motivated and capable of working unsupervised
• Proactive use of initiative
• Planning & preparation
• Well organised
• Professional behaviour.

Essential Criteria:

• Minimum 1 years` experience in a similar role
• Excellent telephone etiquette
• Good communicator
• Adaptable / flexible
• Customer focused
• Team player
• Strive to meet business & personal objectives
• Appropriate use of company assets & tools

Job type:
Birmingham, Birmingham
Posted by:
Post My Job
Date posted:


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