Customer Contact Agent

Our DS Smith Recycling Head Office, based in Caerphilly, South Wales are currently seeking new members for the Customer Centre team. We are seeking a number of Customer Contact Agents on a fixed term basis including 6, 9 and 12 month positions. To be a Customer Contact Agent at DS Smith it is very important that you can work with data and information, communicate effectively with people and achieve results for the Contact Centre with a Customer focussed approach.

The roles available are:

– 6 month fixed term full time
– 9 month fixed term full time
– 12 month fixed term part time 22.5 hours Monday, Tuesday and Friday (08:30-17:00).

(the role involve 8 Saturday, 4 Sunday and 2 bank holiday shifts per annum, if the position above is less than 12 months this will be done on a pro rata basis. The 12 month fixed term part time position will require 4 Saturday, 2 Sunday and 1 bank holiday shift).

The role will require understanding of the customer journey process, industry knowledge (training provided), and implementing best practice procedure. The DS Smith brand promise, allied with our internal set of values, will be used to support a world class quality orientated customer service ethos.

Key tasks for our Customer Contact Agents will include…

• Deliver peak performance against agreed process within the contact centre
• Keeping abreast of relevant industry developments and modern call handling techniques
• Being aware of and display internal DS Smith Values and external brand proposition and how this fits into the Contact Centre Team
• Working with the Contact Centre Team leader and Manager to foster profitable customer interaction
• Demonstrate an ‘Own It’ culture where customer issues are owned to a first call resolution culture
• Meeting and exceeding agreed targets and goals that match the customer and business needs in line with agreed contractual SLA’s and KPI’s
• Demonstrating a high quality standard in all interactions through both CRM as well as verbal and written communication via a ‘quality first’ ethos
• Accurate and Effective use of the CRM system for every customer contact, establishing a quality approach to data management

The Candidate…

• Good team player with a customer service/admin background
• Target driven and is used to working to deadlines, SLA’s and KPI’s
• Proven ability to prioritise and handle multiple tasks to achieve deadlines and targets
• Persevering with difficult situations even when things become difficult, repetitive or inconvenient
• You show passion and are enthusiastic in achieving business, team and individual goals
• Take personal responsibility to deliver excellent customer service

If this role is of interest, please can you state which fixed term contract you are applying for in your covering letter.

About DS Smith…

DS Smith is a leading supplier of recycled packaging, both within the UK market and throughout Europe. A FTSE 250 listed business with a turnover in excess of £3.6 billion. The organisation employs over 22,000 people worldwide & is continuing to grow both organically & through acquisition.

Salary: £26,000per year.95

Application Process:

Please submit a copy of your current CV, along with a cover letter, detailing a synopsis of your CV & summarising the key points of your experience that are relevant to the role for which you are applying.