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Circet UK is hiring a Call Center Agent to join our Service Centre in Selkirk, Scotland. This is a part-time position.
WORKING WITH CIRCET
Circet Ireland & UK have built an ever-growing portfolio of specialist services. We are leading providers to the Telecommunications, Transport Infrastructure, and Power Sectors in Ireland and the UK. We are driven to be innovative and proactive in delivering solutions that meet our clients' expectations while adapting to their changing requirements. With over 4,000 employees across Ireland & UK, we continue to bring people together to make this happen.
THE ROLE
The Service Center Agent is responsible for ensuring the successful completion of as many jobs as possible daily, helping to meet our completion rate targets and closing jobs to enable accurate billing. Reporting directly to a Service Center Team Manager, the SCA will communicate regularly with customers, client contact centers, engineers, and field leaders throughout the UK via inbound and outbound service calls.
RESPONSIBILITIES
* The SCA team will be assigned to a Region via our CRM and will oversee all engineers within this Region through processes such as Start My Day, Timeslot Adherence, Engineer Utilization, and End My Day.
* They will review all jobs completed by engineers to ensure forms match on-site actions, all stock is recorded, and notes and signatures are captured. Any missing information will be coordinated with the engineer to obtain it.
* The SCA will respond to issues as they arise, taking corrective actions, which may include updating customers or escalating to field leaders.
* Finally, the SCA will deliver outstanding customer service, including calling customers after their appointments to assess our quality of work.
SKILLS REQUIRED
*Full training will be provided on all company systems*
* Ability to manage engineers' daily tasks efficiently
* Multitasking skills to handle multiple phone lines while managing administrative work
* Ability to escalate and report issues effectively
* Proficient IT skills - email, web chat, spreadsheets, etc.
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