Job Description

Call Centre Operative - Inverness

Job Summary:
The Call Centre Operative will play a critical role in delivering outstanding customer service by managing inbound and outbound communications effectively. This role requires strong skills in letter writing, telephony, and maintaining a high level of concentration to handle customer inquiries and service requests.

Key Responsibilities:
Customer Communication:

• Handle incoming calls, emails, and correspondence with professionalism and efficiency.
• Respond to customer inquiries, providing accurate and timely information.
• Compose and proof read formal letters and emails to customers, ensuring clarity and adherence to company guidelines.

Data Management:

• Accurately log all customer interactions and outcomes in the company's CRM system.
• Maintain confidentiality and adhere to data protection regulations.

Team Collaboration:

• Liaise with internal teams to ensure customer issues are resolved effectively.
• Participate in team meetings and training sessions to enhance skills and knowledge.

Skills and Qualifications:
Essential:

• Letter Writing: Strong written communication skills with attention to detail, grammar, and tone.
• Telephony: Excellent verbal communication skills with a clear and professional telephone manner.
• Concentration: Ability to focus and maintain accuracy while handling multiple tasks in a fast-paced environment.
• Strong interpersonal skills and the ability to build rapport with customers.
• Competency in using Microsoft Office Suite.

Desirable:

• Previous experience in a customer service or call centre role.
• Familiarity with conflict resolution techniques.

Key Attributes:

• Patience and empathy when dealing with customers.
• Proactive and solution-oriented mindset.
• High level of adaptability and resilience under pressure.
• Strong organizational and time-management skills.

Please note, if you are not local to Inverness, your application will not be considered.

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.