Job Summary:
The Call Centre Operative will play a critical role in delivering outstanding customer service by managing inbound and outbound communications effectively. This role requires strong skills in letter writing, telephony, and maintaining a high level of concentration to handle customer inquiries and service requests.
Key Responsibilities:
1. Customer Communication:
o Handle incoming calls, emails, and correspondence with professionalism and efficiency.
o Respond to customer inquiries, providing accurate and timely information.
o Compose and proofread formal letters and emails to customers, ensuring clarity and adherence to company guidelines.
2. Data Management:
o Accurately log all customer interactions and outcomes in the company's CRM system.
o Maintain confidentiality and adhere to data protection regulations.
o Liaise with internal teams to ensure customer issues are resolved effectively.
o Participate in team meetings and training sessions to enhance skills and knowledge.
Skills and Qualifications:
1. Essential:
o Letter Writing: Strong written communication skills with attention to detail, grammar, and tone.
o Telephony: Excellent verbal communication skills with a clear and professional telephone manner.
o Concentration: Ability to focus and maintain accuracy while handling multiple tasks in a fast-paced environment.
o Strong interpersonal skills and the ability to build rapport with customers.
o Competency in using Microsoft Office Suite.
o Previous experience in a customer service or call centre role.
o Familiarity with conflict resolution techniques.
Key Attributes:
* Patience and empathy when dealing with customers.
* Proactive and solution-oriented mindset.
* High level of adaptability and resilience under pressure.
* Strong organizational and time-management skills.
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