Mak­ing a ca­reer out of mak­ing a good call

A cus­tomer ser­vice ad­vi­sor, you could work in a wide range of sec­tors

The Galloway News - - SCOTCAREER­S -

Re­cruit­ment Call cen­tre op­er­a­tors an­swer en­quiries from cus­tomers by tele­phone and email. You could also do this by text, fax and post.

If you are look­ing for a cus­tomer ser­vice role and you are keen to be part of a team, this job could be ideal for you.

To be a call cen­tre op­er­a­tor, you will need to have ex­cel­lent cus­tomer care skills. You need to be clear and friendly on the phone.

You must al­ways have a pro­fes­sional at­ti­tude when deal­ing with cus­tomers.

Em­ploy­ers usu­ally look for peo­ple with per­sonal qual­i­ties like con­fi­dence and a good tele­phone man­ner.

You don’t usu­ally need any for­mal qual­i­fi­ca­tions.

You should have a rea­son­able stan­dard of lit­er­acy, ba­sic maths and IT skills.

You could work for mail or­der com­pa­nies – deal­ing with cus­tomer or­ders, credit and debit card pay­ments, en­quiries and com­plaints fi­nan­cial in­sti­tu­tions – ad­vis­ing about prod­ucts and ser­vices, te­le­sales and mar­ket re­search IT helplines – sup­port for cus­tomers to try and help them fix com­puter prob­lems ad­vi­sory ser­vices – of­fer­ing call­ers ser­vices such as coun­selling, wel­fare and ben­e­fits ad­vice, le­gal in­for­ma­tion or help with ca­reers.

You should have the fol­low­ing skills:

Ex­cel­lent cus­tomer care skills, a clear and friendly tele­phone voice, good com­puter skills, ex­cel­lent com­mu­ni­ca­tion skills, good team­work skills and the abil­ity to work un­su­per­vised the abil­ity to work quickly and un­der pres­sure, a pro­fes­sional at­ti­tude when deal­ing with cus­tomers .

You would usu­ally ac­cess and up­date cus­tomers’ records on com­puter data­bases.

With ex­pe­ri­ence, you may gain ex­tra du­ties such as men­tor­ing new staff, train­ing, call mon­i­tor­ing and qual­ity con­trol.

You would of­ten have a choice of full-time or part-time hours.

Many com­pa­nies of­fer flex­i­ble work­ing, some­times on a shift sys­tem. Full-time jobs are nor­mally 35 to 40 hours a week.

Start­ing salaries are nor­mally around £13,500 to £16,000 a year. With ex­pe­ri­ence this can rise to around £19,000 a year.

Salaries for team lead­ers can be be­tween £19,000 and £24,000 a year.

Em­ploy­ers usu­ally look for peo­ple with per­sonal qual­i­ties like con­fi­dence and a good tele­phone man­ner.

You don’t usu­ally need any for­mal qual­i­fi­ca­tions, al­though you should have a good gen­eral stan­dard of lit­er­acy, nu­mer­acy and IT skills. Job in­ter­views of­ten in­clude prac­ti­cal tele­phone and key­board tests.

Many col­leges of­fer in­tro­duc­tory cour­ses in call cen­tre tech­niques and al­though they aren’t essen­tial, they may give you an ad­van­tage when look­ing for work.

The In­sti­tute of Cus­tomer Ser­vice (ICS) and the Cus­tomer Con­tact As­so­ci­a­tion (CCA) of­fer a range pro­fes­sional de­vel­op­ment and net­work­ing op­tions, which you may be able to get ac­cess to through your em­ployer.

ON CALL

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