Call Center / Office Administrator - London

Call Center / Office Administrator - Flip Out Wandsworth

General Purpose

Answer incoming calls from customers to take bookings, answer inquiries and questions, handle complaints, troubleshoot problems and provide information in our office.

Main Job Tasks, Duties and Responsibilities

• Answer calls and respond to emails
• Handle customer inquiries both over the phone and by email
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter new customer information into the system
• Update existing customer information
• Process and change attendees or extra requirements
• Identify and escalate priority issues
• Route calls to appropriate resource
• Follow up customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs for any outstanding enquires for the next shift 
• Any other duties that may suit the needs of the business

Education and Experience

• GCSE'S or equivalent but not necessary
• Proficient in relevant computer applications
• Required language proficiency
• Knowledge of customer service principles and practices
• Knowledge of call centre telephony and technology
• Some experience in a call centre or customer service environment
• Good data entry and typing skills
• Knowledge of administration and clerical processes

Key Competencies and Skills

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem-solving
• Customer service orientation
• Organisational skills
• Attention to detail
• Judgment
• Adaptability
• Teamwork
• Stress tolerance
• Resilience