Hiring now! Telephone Booking Agent – US AND UK

telephone booking agent

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

READY TO APPLY? CLICK THE JOB OPENING AND CHOOSE THE COUNTRY AND STATE :

https://jointhefamily.thechatshop.com/

Author: admin

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