Contact Centre Agent – Llandudno
The Boots Hearingcare Customer Engagement Centre is expanding, why not come and join our team!
As a Contact Centre Agent, your role will entail:
1. Answer incoming telephone calls, emails, Live Chat and SMS communications from customers with an efficient, polite, quality focused manner, providing information requested, taking orders, booking relevant appointment types wherever possible, whilst adhering to call standards and compliance.
2. Contacting customers to reschedule appointments due to unforeseen store closures.
3. Conduct daily targeted & prioritised outbound calls in order to make appointments and maximise the potential of the store schedulers and the rescheduling of those stores when required.
4. Maximise the selling/upselling of sundry items. Highlight appropriate product promotions where applicable.
5. Handle customer dissatisfaction with appropriate levels of empathy and professionalism, escalating where appropriate.
6. Support customers with product and service queries such as product returns, repairs and insurance and adhering to SLAs on response and repair times.
7. Ensure all customer contact is recorded accurately and correctly in our bespoke CRM, such as client details, journal records, marketing reference codes/preferences etc.
We are looking for someone with/has:
8. Excellent telephone skills
9. Excellent written/typing skills, able to converse with customers over email/SMS/Live Chat
10. Experience of working within a customer service environment
11. Initiative and a willingness to assist at all times
12. Flexible approach and a good team player
13. Punctual, reliable and committed to the role/business
We offer a comprehensive benefits package because we care about our colleagues and aim to build the best teams.
14. Competitive Salary
15. Access to the our Support Colleague Bonus Scheme (up to 18% of salary)
16. Boots discount card
17. Discounted flu vaccine at Boots Pharmacies
18. Pension Scheme
19. Life assurance cover
20. Long service awards
21. Annual leave entitlement starting at 25 days rising with length of service increments to a maximum of 30 days plus bank holidays
22. Retirement Awards
23. Staff, Friends and Family discount on Boots Hearingcare services
24. Blended home working (after successful probationary period)
We are looking for multiple part time roles working up to 20 hours per week, based in our Support Office in Llandudno, North Wales. If successful in being offered a role, due to the nature of the business, successful applicants will be subject to a satisfactory DBS check.