Contact Center Agent

About Capillary Technologies

Founded in 2012, Capillary Technologies has a presence across the United States, India, the Middle East, and Asia, in particular, South East Asia. Capillary is an end-to-end customer loyalty platform that offers a comprehensive view of consumers, and unified, cross-channel strategies that deliver a real-time omnichannel, personalized, and consistent experience for customers. Powering 100+ loyalty programs, across 30+ countries, Capillary works with 250+ brands including the likes of Tata, PUMA, Shell, Al-Futtaim, Petron, Domino’s, Kanmo Group, and Marks & Spencer. With a massive reach of 1Bn+ consumers and processing 5Bn+ annual transactions, the company has the backing of Warburg Pincus, Sequoia Capital, Avataar Ventures, and Filter Capital. For more information, visit www.capillarytech.com.

JOB PURPOSE

Handle Customer enquiries over the telephone and in writing providing an efficient, courteous and professional service at all times. Play a key role in ensuring we continue to achieve and exceed Client service levels.

Key Interfaces: External: Customers, Clients (handling calls from Branch staff,

Clients listening in when visiting)

Third Party suppliers – To transfer Customer with soft handover. To order items/ tickets / hotels etc. or query Customer orders

Experience & Knowledge:

1. Must be able to evidence experience within a customer service environment either working face to face with customers or call centre based.

2. Excellent communication and interpersonal skills

· Articulate communicator

· Excellent Listening skills

· Excellent telephone manner

3. Excellent computer skills

· Experience using Windows based packages (Word , Excel)

· Experience of using the Internet

4. Attention to detail

5. Able to retain knowledge and understand multiple process

KEY ACCOUNTABILITIES

Categorise your job into 3-5 main areas of accountability. Divide these into steps explaining the main activities.

1. Customer Service

· Handle all incoming calls (customer queries/contacts) efficiently and professionally, ensuring customer satisfaction at all times and service level agreements are met.

· To promote the Company or Client goods and services as required, in line with department and individual targets and service levels.

· Ensure that knowledge of products, services and procedures is comprehensive and up to date and identify areas where additional training may be required to ensure continued quality and productivity.

· Operate contact centre equipment and operating systems proficiently and in line with internal policies and procedures.

· Whilst on the telephone, face to face or when writing to a customer represent the company in a professional manner at all times, using internal guidelines, complaint documentation and expertise where necessary.

2. Team Working

· Achieve and maintain individual performance standards to help meet departmental objectives and organisational service level agreements.

· Share and discuss ideas with manager and/or colleagues about where working practices could be improved, and where practical or appropriate, assist in implementing changes

3. Other

· Attend and participate in monthly team briefings, training workshops and update briefings as and when required, and to prepare information and collate action points as appropriate or requested

· Carry out any other tasks or duties as may be set from time to time.

Education: Educated to GCSE standard – 5 subjects attained at C level

- Customer Service NVQ or equivalent