Escalation Agent

Escalation Agent

We provide European customer services support for a leading consumer goods company and if that doesn’t sound exciting to you we can assure you it is! We challenge you to come and work for us in a multilingual fun environment, where most people speak at least two languages, and we communicate daily with people in various countries across Europe!

We operate Monday to Friday between 8am-4:30pm, and that gives you the opportunity to be flexible with your shifts. We offer a good benefit package as below:

• Perkz: employee benefits scheme that works with the best UK retailers
• Learning and Development courses
• Career opportunities within the account
• Monthly incentive prizes

What you need to do in return? Well…you need to effectively use your excellent customer service skills to provide friendly and knowledgeable product information to our end users, assist them with installation and user-related enquiries via phone and email and advise them on procedures to give the best resolution. We work on a fast paced environment where dedication and flexibility matters.

If you feel you would like to be part of this team and you are ready to show your best talents, please read on:

What you will be doing

•Responsible for resolving a high percentage of customer complaints that cannot be resolved by L1 agents.
• Responding to instructions from the client and the clients head office.
• Prompt investigation, recording and management of system problems reported by users..
• Maintaining system support procedures and documentation.
• Act as a Subject Matter Expert Role Model ensuring succession planning, procedures and continuous improvements are championed within the team.
• Responsible for driving development and training opportunities within the team ensuring a seamless transfer of best practices and knowledge sharing is completed within agreed timelines.
• Keep up-to- date on new or enhanced products/services in order to provide prompt transparent team communications.
• Full compliance with all legislative requirements
• Take part in and identify self-development opportunities and training needs
• Contribute to team and process improvements.
• Responsible for assisting agents with customer enquiries/complaints in some instances by taking transferred calls.
• Responsible for managing the Level Two ‘inbox’

• Responsible for dealing with customers in a courteous, helpful and professional manner at all times.
• Responsible for assisting agents with customer enquiries/complaints in some instances by taking transferred calls.
• Responsible for training of the level one agents
• Responsible for maintaining quality standards

Online

• Go online for calls and emails when required

Monitoring

• Monitor each agent every week calls / emails
• Feedback results to agents
• Update reports
• Update monitoring sheets

Training

• Provide all training for agents – as required for minimum skills
• Trainee training verification
• Prepare training
• Schedule training
• Keep minimum skills reports up to date
• Re-verification of all agents

Coaching

• Online coaching (from monitoring feedback etc)
• Offline coaching where required
• Case coaching
• Procedure coaching
• Produce Weekly/Monthly Quizzes or Verification Tests

Escalations

• Handle verbal and written escalations
• Control escalations to client

Client contact

• Conference calls
• Escalations
• Urgent cases
• Client requests

Work Allocation

• Allocate workload to ensure SLA’s
• Using tools supplied (Symposium / Outlook / Client Tools etc)
• Allocate ad hock jobs as required

Reports

• Update any client reports as required
• Update any reports as required
• Provide reports on agents when requested
• Provide report on team when requested

Other tasks

• Allocate other tasks to agents as required
• Support the Team Lead to manage the team on a daily basis.
• Complete ad hock tasks as and when required (Client / Team manager / Team Lead / PM requests etc)

What skills you will need

Being fluent in English plus another language
Excellent customer service skills
Proven track record of building and maintaining customer relationships
Positive and professional manner to be portrayed at all times
Excellent communication and influencing skills
Evidence of achievement against challenging goals and targets
Attention to detail troubleshooting skills

Must have the ability to work on own initiative and under pressure in order to achieve deadlines

Good knowledge of client’s procedures for dealing with customer complaints/inquiries/issues

Preparing and delivering training

What experience you will need

Customer Service Experience essential
Excellent communication skills are essential
Experience in driving a team to meet targets, accuracy, quality, volume and to agreed service level agreements
Practical experience of working in a support environment.
Dealing and resolving customer complaints

Preparing and delivering training

Quality monitoring

Preparing verification tests

Dealing with escalated calls from agents, customer and client,

Experience in driving a team to meet targets desired.

We put the customer at the heart of everything we do and you will be trained to resolve calls by taking ownership of the request/problem and providing first touch resolution whenever possible.

If you enjoy training and developing high performance teams  and can drive your team to be one of the best, this could be just the start of your career with us.

Hours of Operation - Monday to Friday 08:00 – 16:30