InterCall is the world's largest dedicated provider within Audio, Event, Video and Web Conferencing solutions. As a division of West Corporation and established in 1991, we have an outstanding track record of delivery and growth. Simply put, we offer technology services and solutions that outshine our competition. Working with, and delivering to, some of the world's most influential businesses and individuals, InterCall ensures that they, and we, deliver results.
Our European Operations Centre in Gloucester hosts conference calls for companies across Europe, the Middle East and Africa, with an aim of delivering a service that is second to none. We are currently looking for a number of customer service ‘enthusiasts’ to be the first point of contact to our valued customers.
You will need excellent attention to detail and accuracy to ensure that our conference calls are both booked and executed to the customer’s exact requirements. Our roles are relatively technical so your computer skills will be put to good use, combined with your ability to multi-task and communicate with the customer whilst recording information in our computer systems. Ideally you will have experience in a telephone based customer service position.
Because our customers are in various time zones you’ll need to be flexible and able to work varying shifts between the hours of 6.30am and 8pm.
In return you’ll receive structured training followed by ongoing support and coaching to ensure you have the best start to your new career in InterCall. There’s plenty of opportunity to progress and develop into more technical or specialist roles for those whose ambition drives their outstanding performance.
We currently have 2 types of role available within our Operations team, both are heavily reliant on your customer service skills.
Reservations – Booking a variety of conference calls and responding to new account requests and customer queries by both telephone and email.
Event Call Delivery – Running a variety of conference calls as well as ensuring the participants enter their conferences on time.
a) Answer all incoming calls and handle customer’s requests as timely and accurately as possible, in accordance with our agreed Service Levels.
b) General Administration duties.
c) Work as part of a team and on own initiative to ensure smooth running of conference calls.
d) Manage and prioritise work load.
e) Error rate of no more than 2%.
a) Minimum GCE O level or GCSE A-C in English and Mathematics, or equivalent.
b) Proven experience in a customer service and administration environment.
c) Excellent communication and computer skills.
d) Excellent accuracy and attention to detail.
e) Excellent spoken English with well modulated clear telephone voice.
f) Flexible approach to working, able to work under pressure, remaining calm and consistent.
If you are fluent in any European languages (both written and verbal) then you would have the opportunity to use those skills within either of these roles and would also be paid an additional premium for your skills.
Location: Barnwood, Gloucester, Gloucestershire
Salary: £14k - £16,500 with potential bonus of £1.5k
Working Hours: 40 Hours Mon to Fri alternate shifts ranging from 6.30am to 8pm
Benefits: To include Pension, Private healthcare, Life Assurance, 22/25 days holiday, free parking, discounted gym membership
You must have the eligibility to live and work in the UK to take on this role.
No terminology in this advert is intended to discriminate on the grounds of age, and we confirm that we will gladly accept applications from persons of any age for this role.
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