• Delighting your customers
• Warm, good natured operators
• Ability to create real conversations
• Speedy, reliable fulfillment
• Delivery choices
• Recovering unhappy customers

• Delighting you
• Always enough agents
• State of the art technology
• Dedicated account management
• Experienced management team
• Useful & proactive reporting
• Wide range of services
• Client testimonials

• Exceed customers’ expectations in terms of:
• Speed of response
• Politeness and friendliness
• Product knowledge
• Order tracking
• Problem resolution
• Ensure service levels are achieved on a daily basis.
• Achieve a high standard of accuracy when inputting orders and customer information.
• Improve your skill set and product knowledge by using in-house and external sources e.g., internal training, external training and seminars, websites.
• To ensure all brochure requests are entered onto the database and sent out within 24 business hours.
• To complete internal and client reports accurately and to time.
• Undertake a number of customer retention campaigns including thank you call, customer satisfaction surveys, adhoc surveys.
• To respond to all customer emails within 12 business hours and ensure that customer queries are fully answered.

Competences

• Excellent interpersonal and communication skills and to use these skills to create both a productive working environment and customer satisfaction.
• Attention to detail – checking, re-checking, challenging assumptions, meticulous approach to numerical and written data, ensuring the job is done completely and correctly.
• To be proactive in ensuring you and the team meet SLA targets.
• Absorb product information from a number of sources and to use this to advise customers correctly.
• To demonstrate good interpersonal skills with all team members and other departments.
• Demonstrate good planning and organisational skills by prioritising their workload on a daily basis to ensure you are working efficiently and effectively.
• Keeping workstation tidy and maintain high standards of time-keeping.
• Perform to a high standard on a number of campaigns simultaneously.