Tout public
Key responsibilities:
- Interact with client to provide and process information in response to all inbound enquiries and requests about products and services, via various contact channels;
- Ensure that all client queries reach a successful, fast and appropriate conclusion by:
- Responding to all client service queries to agreed SLAs / KPIs for inbound channels.
- Provide accounts with system training via webinar when needed.
- Effectively use Contact Centre technology and Salesforce to record and report on queries.
- Identify and provide effective solutions for any issues that arise and ensure that all relevant information is made available to management and account team.
- Assist all relevant teams with projects/tasks where necessary.
- Proactively develop skills and knowledge through effective use of systems
- Communicating with various internal departments to resolve client queries.
Effectively use Salesforce & contact centre technology, in order to ensure “Book a table” has up to date and accurate information on all client accounts and the any activities concerning the below at all times:
- Conversations & Queries
- Contacts and up to date client information
- Price plans and products in use
- Competitors in use
Pro-actively identify opportunities when dealing with all client queries:
- Proactively work to retain clients through effective client support and follow up
- Proactively log client and product information
Assist the account team with proactive calls to our groups / casual chains, to undertake courtesy calls and measure site satisfaction.