Executes support to inbound callers, handling queries or closing sales. May use standard scripts and follow specific guidelines and procedures. Understands when to seek help and/or escalate to a more senior role. Typically requires full familiarity with the call center systems and thorough knowledge of the products and services.
- Client & Customer Management (External) : Ensure a positive experience for clients by having courteous interactions with them.
- External Communications : Create positive experiences for clients by interacting courteously with them.
- Data Management : Support others by carrying out basic data management tasks.
- Receiving Visitors : Receive visitors and assist with various requests for information, referring more complex matters to colleagues.
- Needs Assessment : This level is not relevant for this responsibility
- Work Scheduling and Allocation : Organize own work schedule each day in line with changing priorities.
- Customer focus : Builds strong customer relationships and delivers customer-centric solutions. For example, probes deeply into customer needs to identify less obvious interests or expectations. Consistently goes above and beyond to understand customer requirements and surpass their expectations.
- Communicates effectively : Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, pays attention to others' insights, advice, or instruction, grasping the main elements. Promptly shares relevant information with the right amount of detail.
- Interpersonal savvy : Relates openly and comfortably with diverse groups of people. For example, maintains an open, friendly, and accepting demeanor when interacting with others; starts conversations and builds rapport; listens attentively and responds non-defensively when given advice, instruction, or critical feedback.
- Ensures accountability : Holds self and others accountable to meet commitments. For example, operates with a clear sense of responsibility; learns about, and adheres to, most policies, procedures, and work requirements. Takes steps to ensure work is done properly, communicates status, and addresses any errors.
- Plans and aligns : Plans and prioritizes work to meet commitments aligned with organizational goals. For example, gains a clear understanding of the main tasks needed to complete work in the right sequence. Identifies the support and resources needed to carry out plans; delivers on time at an acceptable quality level.
- Tech savvy : Anticipates and adopts innovations in business-building digital and technology applications. For example, makes effective use of the latest technologies required for success in the role; grasps the main terminology. Learns and adopts new technologies, although may require some time to master the changes.
- Computer skills : Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages.
- Data Collection and analysis : Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.
- Policy and procedures : Works under supervision at an elementary level to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
- Action Planning : Works with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations and requirements.
- Data Management : Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfill business objectives.
- Planning and Organizing : Works under supervision at an elementary level to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
- Verbal Communication : Uses clear and effective elementary verbal communications skills under supervision to express ideas, request actions and formulate plans or policies.
- General Experience : Very limited work based experience (0 to 3 months)
- Managerial Experience : None
- General Education : Secondary / Intermediate (2 GCSE)