International Contact Centre Agent

Join a company with a great company culture with the following:

• Starting salary of £20,800 - £22,360 (plus on target bonus of £2160 bonus)
• Hybrid working (once training is complete)
• 31 days annual leave (including bank holidays)
• Pension scheme
• Access to over 250 discounts including high street and online shopping, travel, technology, entertainment, food and drink and many more via Perkbox
• Staff discounts on all products

Job Type: Full-time*
Working Hours:* Hybrid working and flexibility with working times between:
08:00 – 18:00 Monday – Friday
Weekends are on a rota basis.
09:00 – 16:00 – Saturday and 11:00 – 15:00 Sunday
Office location - Pinewood Business Park - Birmingham, B37 7GH
The International Contact Centre Agent (ICCA) will deliver best in class customer services and get written/verbal interactions right first time, every time. They are responsible for meeting and exceeding their KPIS and collaborating with their line manager to reach their full potential, to achieve individual and departmental goals.
About Us
Here at CDSL, our aim is to be the first choice for home appliance after sales service, spare parts and accessories.
With over fifty years of experience, we are the largest independent home appliance and spare parts distribution organisation within the UK working with a number of household brands including Whirlpool, Hotpoint, Hoover and Bosch to name a few!
We have an exciting opportunity for a Customer Service Advisor to join our ever expanding business. International Contact Centre Agent, the role will involve:

• Achieve all KPI’s and business targets, including Conversion, AHT, contacts per hour, Quality, digital SLA's and upselling
• Receive high volume of sales & aftersales emails and liasing with customers
• Log all cases accurately onto the system, updating notes and other associated systems
• Take ownership to reach a suitable resolution for all queries/concerns
• Liaise with customers, clients and stores directly to resolve customer cases
• Place orders for customer parts, ensure right parts are ordered by checking on manufacturers websites
• Upsell by offering current promotions and offers or offering alternative parts
• Convert non-sales into sales and support website sales/queries
• Deal with distressed customers and mkaing outbound calls to resolve escalations . Raise with management when required
• Send refunds for damaged parts and reorder replacements when required

As Customer Service Advisor, It’s important you have:

• A good standard of education
• Ability to fluently speak a language (such as Italian, German, French or Spanish)
• Proven track record of delivery excellent customer service
• Proven track record of achieving targets
• Proven track record of managing difficult or challenging situations
• Work experience within retail or customer service
• Skills in delivering targets and working within high performing teams
• Excellent negotiation skills and sales structure
• Drive, determination and ability to overcome ambiguity and simplify situations
• Excellent interpersonal skills
• Excellent verbal and written skills
• Excellent data entry skills
• Focused and goal driven
• Highly energetic and motivational
• Organised and planned
• Effective communicator
• Bright, outgoing with a mature positive outlook

We would be really excited if you have:

• English qualifications/training.
• Good comprehension of written and spoken English.
• NVQ - levels 1-2 or equivalent
• Experience working within a sales and service contact center handling emails and calls
• Experience working within a face to face retail environment
• Experience working within a set quality framework
• Experience of dealing with specific queries (e.g. delivery, dispatch queries, carrier investigations)
• Ability to learn new processes
• Excellent organisational and communication skills, able to influence offers and handle robust challenges in equal measure
• Embrace feedback and development and respond with a can do attitude
• Ability to work with customers/suppliers
• Proven ability to deal with conflict
• Attention to detail
• Willingness to challenge
• Ability to notice faults in processes and feedback ways to improve current systems

Job Type: Full-time

Salary: £20,800.00-£22,360.00 per year