Telesales Agent with Dutch

Job summary:

• D&G's purpose is to make the world a better place, one repair at a time with a mission to keep or customer's world running. You will be responsible for delivering an excellent experience to our customers first time, every time using all skills & knowledge in order resolve queries effectively. Engaging with all customers to draw their attention to other suitable products available that could improve their customer experience and create a sales opportunity where appropriate. You will deal with a variety of different customer call types as required to suit the business & customer needs. You will have ownership of your customer's experience and will, as appropriate, feedback to improve the journey in a positive & ethical way in line with our processes, value & behaviours.
Key Responsibilities:

• Take responsibility for own personal development, driving performance through excellent knowledge and skills.
• Acting positively on feedback and showing a can-do attitude. (e.g, use coaching session feedback to develop, use knowledge base system as required).
• Deal with customer queries and complaints right first time in the most efficient and helpful manner, whilst remaining focussed on resolving the primary reason for the customer contact.
• Ensure your knowledge of products, processes and systems are up to date and customer records are accurately maintained.
• Adhering to all regulatory requirements consistently when interacting with customers, act on any feedback received appropriately and ensure all customers are treated fairly.
• Understand expectations of the role and ensure that feedback from the customer experience is shared appropriately to contribute to continuous improvement of the customer journey and achievement of KPIs.
• Display role model behaviours, live & breath our core values whilst encouraging others to do the same.
• Identify and pursue sales opportunities that will improve the customer experience and add commercial value to the business, striving to achieve performance targets.
• Ensure that any commitments made to customer or colleague are fulfilled within agreed timescales.
• Ability to hold quality conversations that drive positive customer outcomes, demonstrating an adaptive approach to customer service. Ensuring each customer feels valued and that our processes reflect this, providing feedback where this is lacking.
• Actively wants to enhance the success of the team, by working with colleagues in a fun and supportive way. Embodies the company values alongside an understanding of adherence and KPIs.
• Supporting the team and wider functions to succeed by sharing knowledge and proactively looking for ways to improve the customer journey, and personal competency, providing feedback in a solution-focussed manner.
• Expected levels of attendance and punctuality meet company guidelines.

Systems Knowledge:

PC literate, with the ability to multitask & navigate multiple systems at any one time. Competent with Microsoft teams & office programs.

PERSON SPECIFICATION:

Skills:

Essential

• Excellent communication skills with the ability to adapt tone and pace as required.
• Ability to multi-task and adapt to change as and when required.
• Solution focussed.
• Sales/negotiation skills.
• Take on & act upon feedback.

Desirable

• Ability to drive high quality sales appropriately.
• Able to sell compliantly adhering to verification guidelines.
• Ability to work within regulatory guidelines offering excellent customer service.
• Familiar with using an outbound dialler to facilitate calls. (OB only)

Knowledge:

Essential

• Understanding of excellent customer service delivery factors that enable sales.
• Native Dutch

Desirable

• Understanding of First contact resolution.
• Understanding of up-selling & cross-selling.
• Understanding of use of contact centre computerised systems.
• Familiarisation with contact centre telephony & terminology.

Experience:

Essential

• Target driven sales experience.

Desirable

• Sales experience in contact centre environment.
• Objection & complaint handling

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.

Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.