Telephone Booking Agent: United States Based (Remote- Fixed Term)
Team Function Operations
Reports to Team Manager/ Operations Manager /Head of Operations
Basic Salary Range $11.90/hr
Hours of Work Commitment of 20 – 40 scheduled hours a week (including weekends)
Contract Type Fixed-term effective until mid December 2020
Location Home working (UK or US based)
About the role
ROLE PURPOSE:
Responsible for delivery of our phone based services and relevant administrative duties. Working to weekly and monthly KPIs to meet our client SLAs and deliver results. Delivering a high quality service and maintaining our ‘gold standard’ of customer service delivery.
Working closely with the Team Support Specialist who will provide coaching support.
KEY RESPONSIBILITIES & ACCOUNTABILITIES
SERVICE DELIVERY
- Completion of scheduled shifts regularly- servicing the customer to ensure exceptional customer service in line with client brand and KPIs
- Identifying hot leads generated through chat and online enquiries, and following up with an outbound call to complete the booking process
- Accepting inbound calls, delivering exceptional customer service
- Working closely with external teams to deliver a fluid and effective service
- Troubleshooting day to day service delivery issues (Software Issues, Resource Issues, Cover Issues) and reporting to relevant channel/contact
- Escalation of serious concerns or client complaints to the Team Manager
- Providing shift cover as necessary
- Agent Weekly Calls
- Participation in team meetings as required
- Respond to updates and notifications (this may relate to client-specific/team specific/team-wide updates)
- Completion of administrative work time and associated tasks
- Completion of all relevant training to satisfactory standards within allocated timescales (including client training)
- Completion of all relevant client training to ensure that you understand all client requirements
- Completion of regular test calls – providing your full engagement and focus
- Ensuring that the home set up is adequate
- Use of relevant resources
- Liaising with the Booking Team to facilitate all booking administration
QUALITY & COMPLIANCE
- Implementing all company policies
- Effective implementation of our data protection and retention policies. Collaboration with our Data Protection Officer on regular audits and escalating data breaches
- Proactively identify areas for change and improvement and discussing your ideas with the TSS or TM
- Achieving booking targets from a warm lead source
BUSINESS GROWTH
- Engaging in the business strategy and applying it to day-to-day tasks
- Cross-functional collaboration to support other roles to achieve our business goals
- Implement services in line with our brand values and identity
- Ensure all timesheets are accurate and timely
TECHNOLOGY & INNOVATION
- Implementation of VOIP software using relevant technical platforms
- Using Zoho CRM to track and update customer account information
- Escalating technical issues as appropriate
PEOPLE & CULTURE
- Carrying out all activities in line with our Culture Code and values
- Participating fully in Team Meetings with relevant updates (clients, resource TLC – KB/EIM etc) and creative new ideas
- Carrying out your activities in line with our policies and procedures, Culture Code and values at all times
- Engagement and participation in our One Team HR Strategy
- Staying up to date with all company news and information
- Creation of employee engagement opportunities – using SLACK to encourage interaction and deliver on our values
About you
Knowledge and experience:
- Previous experience in a customer service role is ideal
- Previous experience of handling lease/rental bookings would be an advantage
- Knowledge of the role customer service plays in the consumer buying and support process is ideal
- Experience of working in a target oriented role
- Experience of objection handling to facilitate a completed sale/booking
Skills:
- Fluent or Native English Speaking
- Ability to speak with clarity and enthusiasm
- Ability to notate with clarity and accuracy
- Tech-savvy and able to work within various technical platforms confidently.
- Excellent multitasking skills, specifically the ability to take calls while availing of resources across dual screens
- Excellent customer service skills
- A motivated home-worker with good time management and problem-solving skills
- Teamwork – able to develop a good rapport with a virtual team
Attitude:
- Passionate about our brand and a role model for our behavioural values
- Confident, friendly and service orientated
- You love providing excellent customer service, and the challenge of working to KPIs
- Professional, positive and full of joy
- Continuously looking for ways to improve that way we do things and challenge the status quo
- Keen to develop professionally and to learn new things
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