At the Donnelly Group we pride ourselves on the consistently high level of customer service we provide which starts the moment we receive a phone call from a customer, supplier or manufacture. In order to support this aim we wish to recruit a full time permanent Contact Centre Operator.
The Role:
To answer and process all incoming calls made to the business/site in an efficient, courteous and timely manner and in doing so deliver an excellent customer experience.
About the role
Key Responsibilities:
Answer all calls as soon as it enters the system.
Consult with each caller, and obtain as much information as possible, so that calls are directed to the appropriate person or department on the first occasion.
Transfer each call to the relevant member of staff.
Transfer calls to the agreed Hunt Group or nominated person if the relevant member of staff is not available.
Take, and pass on via email to the relevant member of staff, messages giving appropriate details of the caller and reason for the call when it has not been possible to connect a call.
Escalate issues concerning calls not being answered to the Team Leader or directly to the relevant department manager.
Treat callers with respect and courtesy at all times.
Handle callers’ personal information in line with GDPR
The hours of work for this role will be 9am to 6pm daily.
This is not an exhaustive list of duties and the post holder will be required to undertake any other reasonable duties discussed and directed by the line manager.
Donnelly Group is an equal opportunities employer
The company reserves the right to expand the short listing criteria to facilitate the short listing process
What you will need
Required criteria
- Customer service experience
- Excellent telephone manner
- High level IT Skills
Desired criteria
- Previous experience operating a busy switchboard would be an advantage but not essential as training will be provided
