PayPoint - Careers
Call Centre Advisors
Welwyn Garden City

Main Purpose of Role:
  • Handling inbound and outbound calls in a 1st line contact centre/technical helpdesk hybrid, dealing with calls predominantly from PayPoint retailers
  • Dealing with telephone enquiries and completing diagnostics aiming for first call resolution every time
  • Prioritising workload effectively, achieving agreed KPI’s (Key Performance Indicators) and objectives consistently, liaising with other departments as necessary and maintaining an up to date knowledge of our products and procedures
  • Following technical diagnostic guidelines to ensure best resolution for all parties
  • Working within retail operations guidelines to manage all agent account needs from sign up to decommission
  • Acting on own initiative to implement best practice for our customers
Principal Responsibilities:
  • To deliver excellent customer service to all PayPoint customers internal and externa
  • To take ownership of calls providing the best resolutions for all parties
  • Effectively deal with a range of queries across a wide spectrum of products, services, schemes, systems and procedures
  • Managing multimedia work streams via voice, email and audio message
  • Achieve team service level of answering 95% of all inbound calls
  • Adherence to shift/break times to maximise productivity
Qualifications and Experience Required:
  • Experience of working within a fast paced technical environment
  • Excellent customer service and service delivery skills
  • Computer literate, with experience of Microsoft programs including Outlook and Excel
  • Sound typing skills and attention to detail
  • Relationship management capability (internal/external)
  • Used to working under pressure in a busy environment
  • Good problem solving ability
Person Specification:
  • A well-organised individual who is self-motivated and confident and can work well, even when under pressure
  • Someone who possesses a flexible approach to work and welcomes and adapts easily to change
  • A team player who is able to take the initiative when needed
  • Someone who works well without close supervision after full training
  • Ability to work within set guidelines and follow procedures
  • Highly effective communications skills
  • A good listener who can quickly identify the issue and provide accurate guidance on its resolution
  • Excellent interpersonal skills
Working Pattern
The Contact Centre is open 365 days a year and some Bank Holiday working will be expected.  Opening hours are 0800-2000 Mon-Fri, 0800-1800 Saturday.  This role includes some weekend work and we will require a level of flexibility.  The role is worked on a rolling shift pattern

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