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Customer Service Agent Needed

Posted: 13-01-2018
Place: Docklands, London, England

Customer Service Agent (Bilingual Portuguese and English) Location Canary Wharf, London Salary £10.00 per hour (Night shift Increased hourly rate to compensate unsociable hours)Reports to Team Manager Hours 37.5 per week Shifts Early: 8am-4pm Late: 4pm-12pm Night: 12am-8am Outline We are looking for customer service superstars to provide first line support for businesses in South America who have potentially been affected by a data breach. The helpline acts on behalf of our client, a law firm, who offers advisory services to the companies affected. Your role is to answer telephone calls and capture the caller's details to forward them to the law firm. You will also answer any questions sympathetically using a comprehensive list of FAQ's. Responsibilities: Agents are responsible for the appropriate call handling of incoming customer phone calls related to the Client's data breach. Agents shall be responsible for: *Displaying a positive, empathetic and courteous attitude toward our Client's products, services, rates and customers at all times; *A strong command of spoken and written Portuguese and English; *Communicating through listening to and interpreting customer needs and questions. Once customer needs have been identified, Agents must be able to effectively and efficiently service the customer; *Accurately recording details of each call on the customer services tool, including name, phone number and post code or email address and a description of their enquiry; *Using reasonable efforts to provide a seamless transaction and respectful interaction with other Agents, supervisors or other appropriate personnel; *Strictly following the call Scripts provided by our client. This list is not intended to be exhaustive, and other duties may be required from time to time as deemed reasonable by the business. Key Competencies: *Good written and verbal Portuguese and English language skills *Excellent interpersonal skills *Professional and emotionally resilient. *Sympathetic and empathetic approach to customer service *Good attention to detail *experience in a previous customer service or sales roles (E); *Excellent communication and motivational skills, ability to multitask and work independently (E); *Ability to work in a fast paced environment, maintaining attention to detail and accuracy (E); *Flexible approach to working hours and location (E); *Excellent understanding of call centre practices, KPIs etc. (P); Compensation and Benefits *IIP Accredited Employer *Cycle To Work Scheme *Childcare Vouchers *Dentist scheme *Eye test vouchers *Excellent onsite training and induction *Modern staff room and break-out areas *Corporate discounts, including hairdressing, gym membership, restaurants and bars *Smart casual dress code and policy *Involvement with local charities and fundraising days/events *20 days holiday per annum plus an additional day per year of service up 5 days *Bank holidays entitlement *Academy career progression structure *Annual Award Ceremony *Recently built premises *Specific benefits on campaigns you work on including discounts, incentives and prizes *Recommend a friend scheme paid reward *Apprenticeship positions available *NVQ qualifications and professional development Owing to the nature of this position, any offer of employment with will be subject to a satisfactory checking report from the Disclosure and Barring Service for Criminality, also Financial Probity, accompanied by 36 months previous employment references (2 references minimum)

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