Contact Center Agent
Posted 1 week ago by Guidant Global
Negotiable
Undetermined
Undetermined
Redhill, England, United Kingdom
Summary: The role of Contact Center Agent involves working in a busy call center environment, primarily handling inbound calls related to various occupational pension schemes. The agent will also support the administration and customer service teams, ensuring high-quality service and effective communication with clients. Performance objectives include meeting call targets and providing professional assistance to both clients and team members.
Key Responsibilities:
- Take inbound calls regarding occupational pension schemes.
- Answer queries via email and provide support to the administration and customer service team.
- Forward escalated calls appropriately.
- Maintain and develop knowledge of pension schemes.
- Support team members during busy periods.
- Respond to member queries to meet service standards.
- Provide efficient, professional service to meet client/members' needs.
- Make outbound calls when required.
- Hit individual and team targets, including KPI of 50 calls per day.
- Ensure timely completion of timesheets.
Key Skills:
- Able to work to a high level of accuracy.
- Able to work well under pressure and meet targets.
- Good written and verbal communication skills.
- Computer literate.
- Excellent customer service skills and a positive, customer-focused attitude.
- Experience in DB or DC pensions administration (advantageous).
- Experience working within a contact center (advantageous).
Salary (Rate): undetermined
City: Redhill
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
The Role Working in a busy call centre, within a friendly and professional team. You will mainly be taking inbound calls relating to a variety of occupational pension schemes. You may be required to answer queries via email and be asked to provide support to the administration and customer service team.
Performance Objectives:
- Excellence
- Forward on escalated calls in the correct manner
- Maintain and develop knowledge of pension schemes
- People
- Provide support to the administration team
- Support team members during busy periods
- Work as part of an effective team
- Clients
- Answer the phones and respond to members queries to set service standards
- Provide an efficient, professional service to meet all client/members' needs and to promote the company brand
- Communicate with members via email
- Make outbound calls when required
- Financial
- Hit individual (KPI of 50 calls per day) and team targets
- Ensure timely completion of timesheets
Minimum Criteria & Skills (including education & licenses)
- Essential
- Able to work to a high level of accuracy
- Able to work well under pressure and meet targets
- Interpersonal skills to include good written and verbal communication
- Computer literate
- Excellent customer service skills and a positive, customer focused attitude
- Advantageous
- Experience in either DB or DC pensions administration would be an advantage
- Experience working within a contact centre would be an advantage