Join US - Frequency Call Center

Work from home - 54353

Open and maintain customer accounts by recording account information
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Maintain financial accounts by processing customer adjustments
Recommend potential products or services to management by collecting customer information and analyzing customer needs
Prepare product or service reports by collecting and analyzing customer information
Contribute to team effort by accomplishing related results as needed
Manage large amounts of incoming calls

Strong phone contact handling skills and active listening
Familiar with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multitask, prioritize and manage time effectively
High school diploma or equivalent

High-speed internet, Headset, laptop or desktop

Holiday pay
Overtime pay
Bonus

Work from home - 3532

Work closely with the team, motivating and coaching them
Hosting 1-2-1’s and team meetings
Keeping up to date with business development and new product lines
Reporting to the Customer Service Manager
Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
Ensure training and development plans are maintained for all team members
Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
Manage the fair and consistent application of performance management and disciplinary measures as necessary
Support the Operations Manager to highlight operational risks and areas for improvement
Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture
Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
Work with the management team to identify and deliver positive change and business efficiencies
Deliver the allocated part of the operation within agreed budgets, service levels and business targets
Escalate any appropriate problems to senior management
Support the Senior Manager to highlight operational risks and areas for improvement

Team management experience
Coaching and communication skills
Minimum of 2 years’ experience within a contact centre environment as a Team Manager
Experience within customer services
Excellent leadership and communication skills
Strong coaching and people-development skills through call listening, quality feedback, etc.
Ability to deal with demanding customers and escalations
Energetic and motivating individual
Creative thinking

Headset, High-speed internet connection, Laptop or desktop