Contact Centre Advisor

Job Summary

We are seeking a motivated and customer-focused Contact Centre Advisor to join our team. The successful candidate will be responsible for delivering excellent customer service, handling inbound and outbound calls, and liaising with park staff to ensure our customers' needs are met.

Job Duties

1.  
2. Answer inbound calls and assist customers with specific needs.
3. Build customer interest in the services and products offered by Park Holidays.
4. Provide customer service of the highest level.
5. Make outbound calls to collect balances and follow up on general requests.
6. Liaise with park staff on a day-to-day basis.
7. Visit parks to ensure your knowledge base is constantly updated.
8. Review and provide constructive feedback on marketing material.
9. Work in compliance with General Data Protection Regulations (GDPR) and Payment Card Industry Data Security Standard (PCI DSS) requirements.
10. Deliver training to new and current Advisors, when required.
11. Attend relevant training courses as recommended by your Line Manager or the Company.
12.  

Requirements

• Ability to handle complaints, difficult conversations and situations.
• Ability to see enquiries and projects through to completion.
• Ability to work on your own initiative with a logical and methodical approach to work.
• Active listening skills.
• Excellent customer service skills, including discovery-questioning, listening, establishing rapport, matching, and closing.
• Flexibility and ability to adapt quickly to changing priorities.
• Friendly and tactful personality.
• Good general standard of literacy, numeracy, and IT skills.
• Good timekeeping.
• Open-minded attitude.
• Patience and the ability to remain calm in stressful situations.
• Proficiency in speaking to guests, addressing enquiries, and communicating clearly over the phone.
• Strong team working ability.