Contact Centre Agent-Llandudno (Conwy, United Kingdom)

Contact Centre Agent – Llandudno

The Boots Hearingcare Customer Engagement Centre is expanding, why not come and join our team!

As a Contact Centre Agent, your role will entail:

Answer incoming telephone calls, emails, Live Chat and SMS communications from customers with an efficient, polite, quality focused manner, providing information requested, taking orders, booking relevant appointment types wherever possible, whilst adhering to call standards and compliance.

Contacting customers to reschedule appointments due to unforeseen store closures.

Conduct daily targeted & prioritised outbound calls in order to make appointments and maximise the potential of the store schedulers and the rescheduling of those stores when required.

Maximise the selling/upselling of sundry items. Highlight appropriate product promotions where applicable.

Handle customer dissatisfaction with appropriate levels of empathy and professionalism, escalating where appropriate.

Support customers with product and service queries such as product returns, repairs and insurance and adhering to SLAs on response and repair times.

Ensure all customer contact is recorded accurately and correctly in our bespoke CRM, such as client details, journal records, marketing reference codes/preferences etc.

We are looking for someone with/has:

Excellent telephone skills

Excellent written/typing skills, able to converse with customers over email/SMS/Live Chat

Experience of working within a customer service environment

Initiative and a willingness to assist at all times

Flexible approach and a good team player

Punctual, reliable and committed to the role/business

We offer a comprehensive benefits package because we care about our colleagues and aim to build the best teams.

Competitive Salary Access to the our Support Colleague Bonus Scheme (up to 18% of salary) Boots discount card (after 6 months probationary period) Discounted flu vaccine at Boots Pharmacies Pension Scheme Permanent Health Insurance Life assurance cover Long service awards Annual leave entitlement starting at 25 days rising with length of service increments to a maximum of 30 days plus bank holidays Retirement Awards Staff, Friends and Family discount on Boots Hearingcare services Blended home working (after successful probationary period)

We are looking for multiple full time and part time roles working between 15 hours per week and 37.5 hours per week, based in our Support Office in Llandudno, North Wales. If successful in being offered a role, due to the nature of the business, successful applicants will be subject to a satisfactory DBS check.