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  • Job reference: RMS0206493

Contact Centre Agent

  • Sector: Commercial
  • Location: Aberdeen
  • Job type: Contract
  • Date posted: 14/02/2019
  • Duration: 6 months
  • Time left:
    d h m s
    (28/03/19)
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The Role:
The Customer Contact Centre serves as a central point of contact for all questions and enquiries from customers who require some support and direction in finding the correct point of contact in the UK to support them with their request.

Role Outline
* First line contact for all inquiries through the national telephone number, email and internet from customers requiring support in directing their request to the correct business for resolution.
* Where possible resolve the customer request on initial call.
* Where the inquiry is of a more technical nature and requires further support the Contact Centre Agent will transfer the call or log request to the correct point of contact within the client.
* All requests are to be registered in Salesforce and managed through to completion.
* Proactively follow up request with the customer to ensure they are satisfied that their request is resolved or being handled appropriately.
* Closeout requests within the required timelines.
* Report on any anomalies found whilst trying to resolve customer requests.
* Update contact logs and reports to enable tracking and analysis of requests

Interactions
* Operations Support Manager
* Customers and Suppliers both internal and external
* Shared Service centres
* Business Managers
* Business point of contact

Knowledge, Skills and Experience
* Strong team working and interpersonal skills.
* Demonstrate excellent customer focus and communication skills.
* PC literate with Microsoft Office skills such as Outlook, Word & Excel.
* Use of Salesforce beneficial but not essential
* Experience working in a similar environment preferred but not essential
* Excellent organisational skills and the ability to manage workload and work on own initiative.
* Ability to prioritise workload to meet the business needs.

The Company:
Our client is a leader in power and automation technologies that enable utility and industry customers to improve performance while lowering environmental impact. They operate in around 100 countries employing over 145,000 people.

About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.

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