Role: INBOUND CALL CENTRE ADVISOR – PORTUGUESEReporting to: Customer Services ManagerLocation: LondonThe RoleWorking within a busy professional Telecomms based call centre, focusing on quality of service and extensive data capture. Opportunities to gain extensive experience of multi national products and increase your multilingual skill set.
Job Description
Receive incoming calls from customers, responding to their requirements in an efficient and timely manner to ensure customer satisfaction
To escalate all issues to concerned departments and team leader
Work in close collaboration with the internal departments for complaint resolutions and communicate any issues in a timely manner
To attend and respond to customer e-mails and written request on day to day basis
To report any faults to the NOC/IT Duty Manager
Manage and maintain product related databases in line with KPI’s
Ensure quality of data capture from customers
Ensure adherence to product scripting in all customer communications
To ensure that all workstations are serviceable, reporting any faults to the IT support team
Support department with any other bus iness specific tasks
Call customers back as and when required
Respond to customer e-mails as and when required
Fault resolution and raising tickets
Flexibility with shift patterns is required to ensure support across operational hours
To escalate all issues to concerned departments and team leader
Work in close collaboration with the internal departments for complaint resolutions and communicate any issues in a timely manner
To attend and respond to customer e-mails and written request on day to day basis
To report any faults to the NOC/IT Duty Manager
Manage and maintain product related databases in line with KPI’s
Ensure quality of data capture from customers
Ensure adherence to product scripting in all customer communications
To ensure that all workstations are serviceable, reporting any faults to the IT support team
Support department with any other bus iness specific tasks
Call customers back as and when required
Respond to customer e-mails as and when required
Fault resolution and raising tickets
Flexibility with shift patterns is required to ensure support across operational hours
Person Specification
Must be fluent - PORTUGUESE and good communication skills in English
Maintain reports within Excel and Word
Strong communication skills required, face to face and over the telephone
Ability to deal with pressurised situations calmly and efficiently
Possess empowerment to make decisions to resolve any customer situation effectively
Previous industry knowledge (not mandatory)
Maintain reports within Excel and Word
Strong communication skills required, face to face and over the telephone
Ability to deal with pressurised situations calmly and efficiently
Possess empowerment to make decisions to resolve any customer situation effectively
Previous industry knowledge (not mandatory)
Working requirements
Flexibility with shift patterns is required to ensure support across operational hours
Rolling shift patterns are Monday to Sunday 8am-5pm/10am-7pm/11am -8pm (40 hrs/week)
Start date – immediate
Rolling shift patterns are Monday to Sunday 8am-5pm/10am-7pm/11am -8pm (40 hrs/week)
Start date – immediate
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