Job Title: Customer Service Call Handler
Reports to: Customer Service and Account Manager
Location: Port Talbot
Working Hours: 8:30am to 5:00pm, Monday through Friday, 40 hours per week
Contract Type: Full-time
Job Purpose:
As a Call Handler, you will be the first point of contact for incoming telephone calls. You will handle a high volume of inbound calls professionally, ensuring queries, requests, and concerns are dealt with efficiently or directed appropriately. You will be required to identify opportunities to up-sell and cross-sell to customers. Your role is critical to providing a high-quality, responsive, and customer-focused service.
Key Responsibilities:
* Answer incoming calls promptly and courteously in line with company standards
* Identify the caller's needs and take appropriate action including resolving queries, logging issues, or redirecting to the appropriate team
* Accurately record call information, messages, and outcomes using relevant systems and databases
* Follow standard scripts, processes, and procedures while maintaining a friendly and professional manner
* Escalate urgent or complex issues to the relevant supervisor or team
* Maintain confidentiality and data protection standards at all times
* Perform administrative duties related to customer service call handling, such as follow-ups or logging tickets
* Monitor call queues and contribute to team performance targets (e.g. call wait times, resolution rates)
* Identify opportunities with customers for upselling and cross selling products and services.
* Flag hot prospects to sales team
* Evaluate customer feedback through NPS
Essential Qualifications:
* Excellent verbal communication skills
* Strong listening and questioning abilities
* Confident using IT systems and call handling software
* Professional, friendly and calm telephone manner
* Ability to work under pressure and handle high call volumes
* Strong attention to detail and accurate data entry skills
Desirable Qualifications:
* Previous experience in a call centre or customer service environment
* Knowledge of CRM or ticketing systems
* Familiarity with hospitality linen and workwear services preferred
Key Competencies:
* Customer focus
* Teamwork and collaboration
* Problem-solving
* Resilience and stress tolerance
* Attention to detail
* Adaptability and flexibility
Company Overview
Please visit our company website for more information