Chat Process Associate Sales/Upselling

Company Description

Our Client is a leading FTSE Company with a profitable turnover of more than 20 billion pounds. They are the world``s most established communications company, employing around 100, 000 people in 170 countries around the world. Their principal activities include: - Networked IT services globally - Local, national and international telecommunications services - Broadband and internet products and services - Converged fixed/mobile products and services They are known globally as a major technology player - pioneering the digital advances that are shaping and driving the information age, helping people create, collaborate and communicate better than ever before. Specialties: Telephony, Networking, Cloud Services, Unified Communications

Job Description

To take calls, chats & handle back office work promptly within agreed timescales and in line with agreed process and procedures.
To ensure prompt and accurate information being provided with appropriate resolution
To achieve operational targets as defined by for the process
To maintain queue levels to agreed SLA targets levels
To achieve and maintain a good knowledge/capability.
When dealing with customers aspire to deliver an excellent customer experience via. Chats, back office or on calls.
To highlight to queue owners, line management and offline support teams any issues in the queues that may affect customer satisfaction and share best practice within the team and across Digital Care teams
To complete/participate in ad-hoc projects to drive efficiencies and improvements in the process
To fully support and take guidance from the manager, raising awareness to them of any factors which may affect the performance of individuals or the whole team.
Share best practice within the team and across the Digital Care Community
Adhere to relevant shift patterns and break schedules
Take responsibility for personal development and drive own performance