Back to search.Verizon Business UK - Audio Specialist
| Employment Type: | Part-Time |
| Location: | Berkshire - South East, United Kingdom, RG2 6DA |
| Salary: | Competitive |
| Languages: | English, Finnish, French, German, Spanish, Swedish |
| Required Languages: | 1 |
To create virtual meeting places for Verizon Business\' customers by providing the appropriate conferencing services to deliver their meeting objectives.
Requirements
To manage customer calls and service the customer\'s needs by:
Following prescribed procedures and scripting
Selecting and offering the appropriate Conferencing products and services
Inputting customer information accurately into the relevant systems (reservations / customer relations / conference bridges)
Pursuing an excellence in customer service which benefits both the customer and Verizon Business
Responsibilities
Key Competencies
PASSION FOR CUSTOMERS: To adopt a positive and professional attitude at all times, ensuring our customer feels valued, as measured by the call monitoring reports To understand the changing needs of our customers and positively adopt changes in roles and responsibilities to deliver what our customers need
CUSTOMERS, MEASURING AND IMPROVING: To act as a mentor to other team members, providing positive suggestions, assistance and reminders to constantly deliver service meeting our KPIs. To contribute ideas for improving service to customers, our systems and procedures and/or our KPIs to Operations supervisors /managers.
BUSINESS RESULTS, DELIVERING RESULTS: To take customer calls, understand the customers needs and accurately input reservations into the appropriate Reservations system To complete accurate and timely Service Recovery Reports for all customer queries (affecting and non-affecting) in the Customer Relations system, finding solutions which benefit both the customer and Verizon Business. To organise call requirements of each conference call (whether small or a large and complicated call) ensuring set up and delivery is always adequately prepared, and meets our customers needs. To celebrate the success of our business by sharing compliments and positive feedback.
BUSINESS RESULTS, CREATING NEW SOLUTIONS: To support and attend team meetings to brainstorm new ideas to turn any problems into new solutions which are workable and quickly delivered. To demonstrate a flexible, adaptable, realistic and optimistic approach.
PEOPLE, INVOLVING OTHERS: To respect other people\'s cultures and languages. To recognise who has to be involved to ensure success, and recognise who else could be involved to add further value. To take account of the possible impact of any of their actions on our customers and other Conferencing teams globally.
PEOPLE, PERSONAL DRIVE AND BALANCE: To make a realistic assessment of their own career options and plan appropriate time to build the necessary experience, skills and knowledge through the maintenance of a personal training plan. To honestly evaluate progress objectively and use feedback from others to take appropriate actions. To be self motivated and motivate others achieving recognition as a team player.
The Individual
Customer Service experience, preferable gained in a Call Centre environment but any customer service environment is considered.
English and fluent French or Spanish or Swedish or Finnish or German
Strong interpersonal and communication skills.
Ability to understand and interpret technical information.
Good analytical skills.
A team player with a sense of humour.
Requirements
To manage customer calls and service the customer\'s needs by:
Following prescribed procedures and scripting
Selecting and offering the appropriate Conferencing products and services
Inputting customer information accurately into the relevant systems (reservations / customer relations / conference bridges)
Pursuing an excellence in customer service which benefits both the customer and Verizon Business
Responsibilities
Key Competencies
PASSION FOR CUSTOMERS: To adopt a positive and professional attitude at all times, ensuring our customer feels valued, as measured by the call monitoring reports To understand the changing needs of our customers and positively adopt changes in roles and responsibilities to deliver what our customers need
CUSTOMERS, MEASURING AND IMPROVING: To act as a mentor to other team members, providing positive suggestions, assistance and reminders to constantly deliver service meeting our KPIs. To contribute ideas for improving service to customers, our systems and procedures and/or our KPIs to Operations supervisors /managers.
BUSINESS RESULTS, DELIVERING RESULTS: To take customer calls, understand the customers needs and accurately input reservations into the appropriate Reservations system To complete accurate and timely Service Recovery Reports for all customer queries (affecting and non-affecting) in the Customer Relations system, finding solutions which benefit both the customer and Verizon Business. To organise call requirements of each conference call (whether small or a large and complicated call) ensuring set up and delivery is always adequately prepared, and meets our customers needs. To celebrate the success of our business by sharing compliments and positive feedback.
BUSINESS RESULTS, CREATING NEW SOLUTIONS: To support and attend team meetings to brainstorm new ideas to turn any problems into new solutions which are workable and quickly delivered. To demonstrate a flexible, adaptable, realistic and optimistic approach.
PEOPLE, INVOLVING OTHERS: To respect other people\'s cultures and languages. To recognise who has to be involved to ensure success, and recognise who else could be involved to add further value. To take account of the possible impact of any of their actions on our customers and other Conferencing teams globally.
PEOPLE, PERSONAL DRIVE AND BALANCE: To make a realistic assessment of their own career options and plan appropriate time to build the necessary experience, skills and knowledge through the maintenance of a personal training plan. To honestly evaluate progress objectively and use feedback from others to take appropriate actions. To be self motivated and motivate others achieving recognition as a team player.
The Individual
Customer Service experience, preferable gained in a Call Centre environment but any customer service environment is considered.
English and fluent French or Spanish or Swedish or Finnish or German
Strong interpersonal and communication skills.
Ability to understand and interpret technical information.
Good analytical skills.
A team player with a sense of humour.
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