Italian Outbound Calling Agent

The position reports to the Outbound sales team manager.

Position Purpose:
The outbound team is part of the customer services department and provides an outbound telephone service to educate, validate and activate every client and Tradefair customer.

The team is currently expanding due to the growth of the customer base and expansion into different betting markets.


Key Responsibilities / Duties:
• To manage proactive outbound calling to various customer segments.
• Work to daily and weekly objectives and targets.
• Ensure that more complex customer issues are followed up and resolved in a timely manner.
• Provide first line support to customers.
• Proactively develop customer relationships by maintaining contact at an appropriate level.
• To fully comprehend the full implications of verification to the customer.
• To ensure the right balance between outbound sales and verification is consistently achieved.
• Feedback recurring customer issues to Team Leader and relevant internal department, where applicable.
• Contribute to the ongoing development and improvement of the customer experience.
• First point of contact for most customers – must act as an ambassador for the company.
• Updating Excel Worksheets and recording customer responses.


Key Working Relationships:
• Work closely with Team Leader and other members of the outbound calling team.
• Work closely with Customer Services and other relevant departments

Personal Attributes:
• Self starter
• Results driven
• Energetic
• Motivated
• Patient
• Team player

Experience & Qualifications Required:
Essential:
• Must have at least 6 months experience in a customer service / Telesales role, ideally in a contact centre environment with high call volumes.
• Worked to targets and objectives.
• Experience of using Microsoft Word, Excel and the Internet.
• Must have a keen interest of sport/ Financial Market

Desirable:
• Ideally will have experience and knowledge of sports, and the betting industry.

Key Skills and Attributes:
• Excellent verbal and written communication skills.
• Excellent interpersonal skills, with the ability to deal effectively and professionally with difficult customers.
• High level of customer service orientation, with a proven ability to see problems through to their resolution.
• Demonstrates initiative, providing ideas and suggestions to improve the customer experience.
• A proven team player with a ‘can do’ attitude.
• Passionate about providing excellent service.
• Self Motivated.
• Able to work in a pressurised environment.


Special Conditions:
• Shift rotas and weekend work.