INBOUND & OUTBOUND CALL CENTRE AGENTS REQUIRED

Posted 26 January by Interaction Recruitment

Contact Centre – INBOUND & Outbound (Travel Department)

Southend on Sea

Full time

£15,000 - £15,500 + monthly performance bonus

Monday – Saturday

Brief:

Working as part of the Inbound or Outbound Sales Team on a 37.5 hour week, on a rota basis including

weekends and evenings and Bank Holidays. The Company operates on a 365 days a year, 7 days a

week basis, so some flexibility may be required to meet future business change.

Purpose of the role:

To proactively and effectively sell a full range of products via outbound calling to existing and/or potential customers. Using our in-house system, Outbound Sales Agents will contact customers who have previously expressed an interest via the company’s website and/or customers who have previously purchased a different policy and are due for renewal.

Or to take inbound calls from customers To ensure that all inbound telephone enquiries are dealt with proactively and effectively. Staff must ensure that all quotations and sales are dealt with in a compliant manner

Duties and Responsibilities

  • To proactively and compliantly sell our products/services via outbound customer calls in order to achieve agreed individual/team sales targets and objectives consistently.

  • To support other team members in ensuring the achievement of any agreed team business objectives.

  • To represent the Company in a professional and courteous manner at all times.

  • To accurately record all customer data on our relevant systems/databases.

  • To respond positively and accurately to all product and process questions raised by customers and/or colleagues.

  • To recognise opportunities to upsell, cross sell and promote additional products to maximise sales.

  • To identify sales opportunities within the call whilst maintaining excellent customer service at all times.

  • To demonstrate flexibility to match the needs of the business from time to time.

  • To ensure that all regulatory guidelines are adhered to, for example PCI.

  • To be compliant with the Data Protection Act 1998.

  • To support Managers to manage the key risks within your department.

  • To adhere to all Company Policies and Procedures, including Health & Safety, Equal Opportunities, Data Protection, Code of Conduct, Security, IT and Internal Control Financial Regulations.

  • To undertake any other duty or responsibility that may reasonably be allocated by your Manager/Company’s Senior Management Team.

Critical Competencies:

  • Communication/Influence

  • Drive for Results

  • Commitment

  • Service Excellence

  • Team Building/Team Player

  • Technical Skills and Knowledge

Experience/Technical Knowledge:

Ideally you will have a proven background in sales, preferably in a Contact Centre/Outbound

environment, and enjoy working to targets.

Other significant Role Requirements:

  • A good understanding of FCA regulations and the TCF (treating the customer fairly) concept.

  • Knowledge of Contact Centre Management System or a similar in-house database system.

  • Good numerical skills and computer literate.

  • Proficiency with MS Word, Excel, and Outlook.

  • Excellent written and verbal communication skills.

  • Ability to work under pressure.

  • Good planning and organisation skills.

  • Ability to effectively handle multiple tasks in a fast paced environment.

  • Ability to interact with all levels of seniority, both internal & external.

Training

Weeks 1-2 classroom based- understanding policies/systems etc

Wks 3-4 buddy up with experienced member of staff

Hours

Monday-Thursday +Saturday 9am-5.30pm or 11.30am-8pm (Fridays 9am-5.30pm) 2 week rota.

START DATE: 5TH FEB 2018

Reference: 34334434

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