Brand Ambassador- BPO call center

Employer: Ascensos Contact Centre
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 30.11.2021
    Short company description

    Ascensos is an innovative customer care outsourcing specialist. We offer multichannel customer contact solutions across both traditional and digital channels.

    Requirements

    Our client is the world’s largest American diversified company. It is one of the Fortune 500 companies, and among the largest of its kind on the list.
    The company manufactures and markets renowned brands of home appliances, for kitchen and self care, but also garden care and pet care products.

    At Ascensos you have the opportunity to become part of a growing, sprowling company, filled with opportunities for you to take advantage of: training programs, internal recruitment for middle management and administrative departments

    This job is for you if you demonstrate:

    Bachelor Degree ( Marketin, Languages or Communication is a plus)
    Proficient level English
    Previous experience in a similar role is a must (in BPO-call-center environment)
    Experience in training & coaching the Customer service agents team
    Experience in liaising with the business client and implementing strategic changes in the project
    Proactive attitude and think outside the box to find innovative ideas that would improve the performance of the agents
    A positive attitude, being able to motivate and encourage the team to deliver the best results
    Team work spirit, working together with the Operations Manager to support the team
    Quick Learning skills, being able to work under pressure and come up with optimal solutions
    Excellent communication skills, having direct contact with the business client
    Great critical thinking abilities

    Responsibilities

    • Fully understand the client’s culture and vision in order to inspire the team to offer an exceptional customer service that will be in line with the client's requirements

    • Create, update and submit to client's approval procedures for the customer support team

    • Identify process opportunities and escalate suggestions for improvement

    • Perform the training with the new starters and accompany them through all operational and qualitative requirements for the project

    • Provide real time support for the agents handling calls, emails, WhatsApp or social media contacts to help them find the best solution for the customer or to approve the solution they suggest

    • Perform weekly calls and emails evaluations for the agents from the team, based on the quality form

    • Send weekly evaluations to the client and organize monthly calibrations

    • Provide daily feedback to agents based on their qualitative results, with an additional focus on the new agents

    • Complete weekly coaching sessions with the agents based on their performance and set up action plans for the next week/month

    • Create workshops based on the opportunities seized during the evaluations, and documented from published articles with best practices that had efficient results before

    • Have workshop sessions with small groups of agents using as a support the created presentation previously approved by the client

    • Send weekly reports on the quality metrics together with the highlights of the high and low performers but also the action plan for those specific agents

    • Create weekly presentations for the client meetings regarding the Operational and Qualitative Results

    • Attend weekly client meetings to discuss incidents, events and escalations

    What We offer:

    Lots of growth possibilities (more than 90% of advancement & promotions come from internal resources).
    Attractive salary
    Other benefits:
    -meal tickets after probation period
    -medical subscription after 6 months
    - extra vacation day for your birthday and duvet day;
    -Vacation days which progress with your seniority
    Stable job, as we are a growing company in spite of the pandemics
    Modern office located in an easy-to-reach area with relaxation spaces dedicated to employees
    Descrierea companiei
    About Ascensos Contact Centres: Ascensos is an innovative customer care outsourcing specialist. We offer multichannel customer contact solutions across both traditional and digital channels. Whether it be by telephone, email, live chat or social media, we take pride in delivering a seamless and personalised customer experience each time we talk to our clients’ customers. And we deliver great customer service. The sort that makes people talk about a brand. That turns indifference into delight. And customers into advocates. Ascensos is built on our belief that not all contact centres need be the same. We are owner managed, quality focused and agile, offering our clients a clear unfair advantage. We adopt leading edge contact centre technology to ensure first-class security. And we’re proactive when it comes to creating innovative value-added solutions for our clients. Mission: For us it’s all about loving what you do. Delivering with a ‘personal touch’ is truly important to us.