Job Description

The role of the Customer Services Call Agent at Contis is to support the business and provide an efficient, comprehensive and professional service by advising and supporting customers on behalf of the Company’s clients.

Customer Services Call Agents provide outstanding levels of customer service through multiple communication channels by developing a strong understanding of the Company’s systems and procedures in advising and supporting Customers, Clients and internal departments within the Company.

Our Call Agents are the voice of the Customer within Contis and provide feedback for process & product improvement.

Key responsibilities & accountabilities:

• Ensure that all incoming calls, either from outside the Company or internally, are answered quickly & politely
• Provide help & advice to Customers using the Company’s products services
• Communicate courteously with customers by telephone & email
• Keep accurate records of all discussions with customers with the Company’s systems
• Assist Customer Services Team Managers, Customer Excellence Manager & co-workers in resolving problems
• Assisting in resolving complaints & escalating to the Customer Services Team Managers when appropriate
• Work to maintain the outgoing communication with existing customers
• Contributing to the continued success & efficiency of the Company by carrying out additional ad-hoc & other reasonable tasks as may be required from time to time by the Customer Services Team Managers & Customer Excellence Manager
• Ongoing development of skills & knowledge of the Company’s systems
• Flexibility and enthusiasm for new challenges
• Ability to assess different requests and offer the correct response / solution
• Any other duties, as required

Required Knowledge, Skills, and Abilities

Educated to GCSE standard, including mathematics & English. PC literate in Microsoft Office Applications. Experience of Data Entry within complex databases. Proven experience of office practices/procedures. Proven ability to achieve agreed Key Performance Indicators and Service Level Agreements. Problem solving and time management skills. Ability to pay attention to detail. Ability to work as part of a team and on own initiative. Ability to work under pressure and within tight deadlines. Excellent communication & customer service skills, both written and verbal, at all levels. Excellent organizational skills. The ability to create ad-hoc frameworks for timely resolution of projects / problems. The ability to inform and explain in a way that is easily understood by the recipient. Observe the terms of the DPA & the Company’s registration under the act. Observe the routines outlined in the Company’s operations manual & staff handbook. To undergo training as necessary in all aspects of the systems, products and regulations. Maintain absolute Company & Client confidentiality at all times.