Customer Service Advisor / Contact Centre Agent / Out of Hours Remote
Job description
Home Based / Remote Customer Service Advisor / Contact Centre Agent who has a professional telephone manner with good administrative, organisational and time-management skills is required for a well-established Health Consultancy Company.
SALARY: Competitive
LOCATION: Remote / Home Based
JOB TYPE: Zero Hour Part-Time, Contract
WORKING HOURS: 3 Days On, 6 Days Off (Out of Hours Shift Patterns)
JOB OVERVIEW
We have a fantastic new job opportunity for a Customer Service Advisor / Contact Centre Agent who has a professional telephone manner with good administrative, organisational and time-management skills.
Working as a Customer Service Advisor / Contact Centre Agent you will provide a client focused service to a large varied client base dealing primarily with immediate bookings for Alcohol and Drug Testing.
As a Customer Service Advisor / Contact Centre Agent you will be expected to perform duties as efficiently as possible such as processing without delay, using the best positioned technician and completing work accurately.
APPLY TODAY
If this job looks like your ideal position, then please send in your CV as soon as possible for our Recruitment Team to review.
DUTIES
Your duties as a Customer Service Advisor / Contact Centre Agent will include:
Provide coverage to out of hours service on agreed shift patterns where you will be the primary point of contact – this is expected to be a rolling 3 days on and 6 days off
Process booking requests immediately for clients Nationwide where they have to be onsite within 2 hours of the call being logged
Deal with pre-arranged bookings out of hours
Support clients with queries out of hours – escalating to your Line Manager as required for support
Support a network of technicians with queries out of hours – escalating to your Line Manager as required for support
Liaise with a large team of technicians across the UK and Ireland regarding arrangements of work, diary management, availability
Be flexible and adaptable at all times in response to the challenging, changing environment
Work in line with department KPI’s – this includes answering the phone within 5 rings and actioning requests that require immediate response within 15 minutes of the details being taken
Escalate any issues to your Line Manager where we may exceed the response time or you have any queries/concerns where support is required
Correct use of the internal systems, accurately assigning jobs through the system
Sending notifications including completion emails to the clients following completion of jobs
Ensure that the closest available CT is tried first and then work out based on distance – this will be monitored in monthly statistics where response times and CT usage are looked at
To proactively support the Alcohol and Drug Testing Department
To communicate effectively with people at all levels
To conduct yourself in a business-like and professional manner and be open and honest at all times
CANDIDATE REQUIREMENTS
There are no formal qualifications required for this role however experience of logistic planning, resource management or customer service experience in a fast-paced role would be an advantage
Knowledge of Outlook and Word is essential and knowledge of Excel and PowerPoint is desired
The ability to work independently during unsociable hours
Able to manage confidential data in a professional and sensitive way with a sound understanding of the General Data Protection Act
Excellent telephone manner
Excellent Organisation Skills
Sound IT skills and conversant in Outlook emails, Word and Excel
Able to work on your own initiative with minimal supervision, think on your feet and outside the box is essential for this role
Ability to learn and adapt to the working environment
HOW TO APPLY
To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
JOB REF: AWDO-C10334
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