Bilingual Customer Service Advisor (Italian & English)
(Maternity Cover 11 months)
Location: Chiswick, UK
Operational Days & Hours: Mon-Fri; 8am-5pm (37.5 per week; flexibility essential to meet the needs of the business)
Reporting to: Team Manager
Responsible for representing the client business and its associated Brands. Client Consumer Call Centre aims to deliver market leading consumer service. The role requires handling multi-channel inbound & outbound contacts whilst delivering exceptional service that will consistently delight consumers resulting in increased consumer loyalty.
A critical element to the role is providing feedback to the client on consumer behaviour, contact drivers and escalating potential risks. The role requires a professional and dynamic approach to consumer care with a desire to continuously improve the way in which the client manages contact with their consumers. This could be through different channels, i.e. handling inbound calls, responding to emails or white mail (letters), responding to social media forums, or making outbound follow up calls.
Area of Accountability
Customer Service / Client Management
Responsible for meeting and exceeding the contractual expectations by ensuring comprehensive campaign knowledge is maintained & operational drive
Responsible for ensuring that any process or amendments to products, call framework and knowledgebase are implemented in the highest standard
Responsible for taking direction from the Line Manager and Operations Manager to ensure all contractual requirements are covered.
Responsible for ensuring regular accurate communication (verbal & written) with Line Manager (daily/weekly) to ensure a fully supportive operational function.
People Management / Team working
Responsible for being supportive of other team members and share knowledge.
Participating regularly on 1-2-1s with Line Manager to reach targets set on KPI & 1-2-1s with Quality Controller for call coaching and development.
Customer Service / Client Management:
Ø Handling queries or complaints from customers via inbound calls & email
Ø Taking responsibility for all cases logged by consumer
Ø Building rapport with Premier Consumers to ensure consumer service excellence and to resolve consumers queries, problems or complaints.
Ø Manage any client/office complaints in relation to training effectively and in a timely fashion.
Ø Work closely with internal and/or external training partners to ensure up to date project knowledge and processes.
Ø Ensuring that all consumer contact is handled in a professional manner in line with the client’s methodologies, values and principles – maximise all interactions to promote their Brand.
Ø From time to time doing outbound projects, undertake ad-hoc projects involving outbound calling existing customers. Also be able to deal with admin tasks from time to time.
Commercial / Financial:
Ø Inform the Team Manager of any risks to the Company which may come to your attention (e.g.: competitor activities, service changes, customer feedback).
Ø Identify any cost saving opportunities and liaise with the Team Manager to implement.
Implementation & Procedures/Processes & Innovation & Development:
Ø Work closely with operations to ensure all policies/procedures/courses best fit the business.
Ø Ensure all administration/logging/filing tasks are up to date and accurate
Ø Maintain and monitor the business’ skills base to ensure suitable training & development is executed.
Ø Take ownership for all tasks, duties and/or responsibilities delegated to you. Ensure they are completed within the required timescales.
Ø Undertake any other reasonable tasks and duties as directed by your Line Manager.
Ø Understanding of your client
Ø Excellent communication, written and oral
Ø Conflict management
Ø Negotiation and Influencing
Ø Ability to embrace client’s brands & support HGS values
Ø Call Centre experience, customer service & back office
Ø Strong numerical and analytical skill set
Ø Ability to effectively interact with team members at all levels of the organisation
Ø Ability to hand multiple tasks, details and interruptions
Ø Liaise and develop clear communications with all departments and support functions.
Ø Ensure daily/weekly updates and/or reports are provided within the timescales set by your Line Manager for all activity to include key statistics.
People Management & Team Working:
Ø Develop and maintain a positive relationship with all colleagues.
Ø Internal – IT / Telecoms / Training / Knowledge Base / Operations / Snr Management
Ø Encourage Team spirit within your team and Company as a whole.
Ø Provide support and assistance to your Line Manager.
Ø Promote a positive and professional environment at all times.
HR, Recruitment & Development:
Ø Ensure all Holidays, sickness, notes & other data are accurately delivered upon reasonable request on relevant matters.
Ø Ensure all training issues brought to the attention of the Team Manager are dealt with accordingly and in a timely manner.
Ø Comply with all Company policies and procedures as set out in your Contract of Employment and within the Company Handbook.
Health & Safety:
Ø Comply with all Health & Safety standards as set out within; your Contract of Employment, the Company Handbook and any other Health & Safety directives that are issued from the HR department.
- Due to the scope of this role some overnight stays / UK travel may be required.
NB: The job holder does not have any authority to sign legal documents and/or agreements or commit the Company to any contractual terms and/or arrangements.
This job description describes the principal purpose and main elements of the job. It is a guide to the nature and main duties of the job as they exist currently, but is not intended as a wholly comprehensive or permanent schedule and is not part of the Contract of Employment.
Proven previous experience in a customer service role (face to face or in a contact centre)
Fluent in written and spoken Italian and English with experience of use in business environment
Demonstrable experience in the use of consumer household products in retail, FMCG or previous customer service role.
In a customer service role, having dealt with emotive situations (perhaps where an end-to-end solution could not be achieved without hand-off).
Effectively use IT – reporting (Word, Excel, Access, PowerPoint & Client
CRM systems Live Person)
Industry, organisation and job knowledge
Excellent PC & typing skills.
Excellent written and verbal communication skills.
Able to work in a team.
Good attention to detail.
Flexible to work shifts.
Excellent listening, empathy and questioning skills
Ability to acquire and assimilate knowledge quickly
Excellent probing - Interviewing Skills (Asking the right questions at the right time – using question to control, opening and closing conversation)
Motivating and driving the success of the team
Attention to detail / Quality Orientation
Customer Service Focus
Innovative and flexible approach
Passion to succeed
Motivation and Inspirational
Resilience (Ability to handle rejection – Evidence of this will be required)
Solutions focused – (Knowing – when and how, gaining commitment)
Demonstrates initiative and innovation
Supportive of colleagues
Positive response to challenges and/or requests
Demonstrates flexibility to meet operational demands
Strong communication skills
Highly analytical with a good level of detail
Can manage self effectively
Develops own knowledge and skills to ensure fit for purpose
Demonstrates confidence and the ability to take control of a variety of situations
Promotes a positive and professional environment at all times
Hinduja Global Solutions (HGS), part of the multi-billion dollar conglomerate Hinduja Group, has been offering Business Process Management (BPM) solutions for more than four decades. A leader in customer experience management, HGS’ mission is to optimize the customer journey to make its clients more competitive.
HGS has built expertise focusing on Customer Experience Management, Back Office Processing, Contact Centers, Data Analytics, Digital and Interactive Solutions and HR Solutions. Today, HGS partners with 190 of the world’s top brands for core BPM services and 600+ payroll processing clients. It is the only outsourcing provider that takes a true “globally local” approach, with local leadership teams who understand the market. The global delivery network serves international customers both onshore and offshore to drive efficiencies and delivering customer delight.
To make ourselves a stronger organization talent-wise, we are looking for dynamic thinkers and achievers - people who can work on innovative ideas, both simple and complex to transform, and add value, thereby giving a competitive edge to the client's businesses.