Customer Service Officer at Bright & Co Accountants (2018-05 – Present)
- Ensured the order process was a seamless and pleasant experience. Handled customer calls and responded to queries about services, and billing.
- Continued to uphold an excellent company's reputation and strong position in the business community.
- Responded promptly to customer's enquiries via telephone, email, and face to face in a professional efficient manner (enquiries on the services, prices, contracts).
- Examined bank statements folders for individual customers (15/20 a day) and analysed incoming, outgoing, general expenses, direct debits.
- Inserted the data and information into a system.
- Worked to address all customer concerns in a timely and effective manner.
- Handled large volume of calls on a day-to-day basis with a sense of calm and good work ethic.
- Interacted with both vendors and customers parallel to answering phone call with enquiries.
- Worked to understand the needs of each customer.
Telesales Agent at CCA International (2017-07 – 2018-03)
- Implemented feedback from Team Managers relating to call conduct, quality, and compliance adherence as well as other performance areas.
- Identified, recommended, and implemented improvements - developed successful tactics to sell products and services to customers.
- Kept up to date with sales best practice to improve customer satisfaction.
- Used available resources to improve product knowledge with the aim of becoming a product expert.
- Upgraded the system with new packages.
- Cooperated with team members to share best practice and provided guidance.
- Worked for CCA International on behalf of BT a leading European outsourcing provider of customer relationship.
- Outbound / Inbound calls to promote the products and services of our clients (app. 100 calls).
- Positively engaged with all contact centre processes and policies.
- Represented the clients brand as well as CCA to the highest possible standard.
- Awareness of own metrics against current targets as well as positive attitude to improving delivery.
- Maintained and developed a thorough and up-to-date working knowledge of the clients' services, including procedures, guidance and legislation to deal with customer enquiries.
- Maintained up to date knowledge of products and services.
Employee Support Officer at Giant Group (2015-04 – 2016-06)
- Promoted The Company's employment benefits clearly and in line with agreed parameters, probing to understand the potential employee's requirements and agreed parameters probing to understand the potential employee's requirements and skilfully handling objections.
- Identified appropriate opportunities to discuss and promote the Company's employment benefits and take a consultative approach in explaining how it can meet the prospect's needs, highlighting the benefits and explaining its features as compared with competitor offerings.
Sales Agent at CCA International (2014-10 – 2015-03)
Responsible for selling broadband, telephone, and TV Packages
Client Services Executive at Charter House Claims (2012-09 – 2014-06)
Responsible for selling PPI – Payment Protection Insurance. Employed for a part-time role, promoted into a full-time position.
Customer Service Executive at Encore Tickets (2010-11 – 2013-03)
- My duties included handling incoming calls up to 90 a day, selling theatre tickets, restaurants and attractions via the telephone and email.
