(staff bonus up to 5%, PMI, Death in Service, discounted holidays, enhanced maternity, free travel insurance, subsidised parking in the city centre).
Working hours will be across 7 days a week; the web chat function is open until 10pm at night so they will need to be prepared to work evenings and weekends. Shift work
Basic salary is £17,500 along with performance based bonus and our usual benefits.
The role of Web Support Team Expert involves communicating with Customers every day, via email and online live web chat. This role is responsible for maximising every booking opportunity whilst ensuring that the experience exceeds customer expectations.
Previous experience of sales within a call centre environment
Strong negotiation skills
Excellent written communication skills
Proven track record in meeting/exceeding targets
IT literate with previous experience of customer databases and software programmes such as MS Office
Previous travel experience
Previous experience working on live web chat.
Respond to incoming emails and live customer web chats from the Sykes website in line with department procedures and service guidelines
Maximise all opportunities to convert enquiries into bookings, ensuring that personal and team booking and conversion targets are met
Deliver an outstanding customer service on every call/ email and chat to exceed customer expectations and provide the best customer experience possible
Identify and maximise opportunities to maximise income on every booking – offering additional products such as insurance where appropriate
Identify opportunities to enhance the customer experience or internal processes and feeding back to relevant team and stakeholder
The Web Support Team may be called upon to provide support to other areas within the business, dependent on business needs.
Note: This Role Profile reflects the present requirements of the post. As duties and responsibilities change and develop the role profile will be reviewed and be subject to amendment in consultation with the post-holder.
Specific Requirements :
Maximise conversion opportunities
Support web enhancements and the drive to increase online sales mix
Maximise opportunities to sell additional products
Meet all agreed monthly targets and conversions
To meet/exceed all quality measures for the department (CustomerSAT/NPS)
To attend training sessions for personal development
To take personal responsibility for customer interaction and follow up as required.
Sales within a call centre, email and online chat experience