Customer Services - Flexible hours - Cardiff
Permanent (Part time)
*Bilingualism is advantageous*
MeetingZone (part of The LoopUp Group) is a market leader in conference call services and online communication tools. Utilising Microsoft Skype for Business and Cisco WebEx, our infrastructure hosts millions of conference call minutes per month, globally. Many of these calls are ‘self-managed’ through pin entry but many of our clients prefer an 'Operator Assisted’ service. We are looking for ‘Call Access Operators’ to work as part of this team during busy times.
About the job
We’re currently seeking a thorough, diligent and hard-working individual to join our best in class Managed Event team. You will be responsible for moderating calls on behalf of some of the largest global firms, ensuring all elements run smoothly. Our event service is used to communicate important messages for these firms such as financial results and critical internal communications.
Upon joining, you'll participate in an intensive training program covering all aspects of the company, product and market. You'll begin by assisting customers at the point of entry to a call, focusing on efficient interactions to minimise wait time. Being able to work efficiently whist maintaining accuracy is essential. During your first year, you’ll receive continued training, leading up to becoming a fully-fledged moderator delivering exceptional customer experience.
Moderators deal directly with high profile customers such as C level executives, therefore communicating in a professional manner is critical. During the event calls, moderators are responsible for ensuring they run smoothly and will guide the hosts through the process from start to finish. A cool head is vital during tense moments as it’s a moderator’s responsibility to take control, assess the options and respond appropriately. It is essential you can navigate complex situations and are confident making quick decisions in high-pressure environments.
We are looking for a self-motivated individual with a strong work ethic. As a moderator, you will support all aspects of the event service. This will range from day to day service requests, to handling complex queries. Once fully trained, moderators must have an in-depth knowledge of our Event service and provide appropriate guidance for clients where required. A strong customer service background and excellent communication skills are required for this role.
Throughout your career at LoopUp, you'll receive continued career development support from our global management team. We have an array of role models who have come through this program, people who have accelerated rapidly into director-level positions and travelled widely around the global group. We’re a meritocracy. If you work hard and do well – with our help and support – there are no limits to your speed of progress.
The position reports to the Global Event Manager out of our Cardiff office.
- Answering inbound calls and welcoming guests to the conference centre.
- Accurately taking details such as the correct password / name / company / location.
- Transferring the callers to their conference call efficiently.
- Answering assistance signals from customers within live conferences.
- Responding to the customer service line.
- Resolving customer requests and providing support via Freshservice CRM.
- Booking, amending and facilitating virtual event calls.
- facilitating virtual event calls.
- Poised decision maker
- Calm under pressure
- Inspires confidence in customers, employees and peers
- Strives for continuous improvement
- Confident and eloquent when dealing with customers
- Desire to exceed expectations, work hard and progress
- Willing to learn and take feedback
- A natural communicator, written and verbal
- Able to pick up new processes quickly
- Familiar with Microsoft Office and computer literate
- English first language or bilingual
- Right to work in the UK
Our primary customer base is English speaking, so English fluency is essential. However we are looking for French, Italian, German, Spanish and Swedish speakers also.
Full training is provided and shifts will be allocated between 7AM through to 1AM Monday to Friday. You will only be allocated shifts within the times you state you're available.
In return we offer a basic rate of £8.50 per hour, performance related bonus & the opportunity to progress onto a higher hourly rate. We offer a very friendly working environment with the opportunity to do hours that suit you.
Should you have any questions regarding the role please feel to contact us directly.
Salary: £8.50 to £10.00 /hour
Posted 112 days ago