Job Description

Contact Centre Operative

About the role

We currently have an opportunity for a Contact Centre Operative to join our brand-new team. You will play a key role in delivering excellent customer service, maximising sales opportunities and supporting customers with their ordering requirements.

You will act as a key point of contact for both inbound and outbound calls, accurately processing customer orders while providing helpful advice and promoting relevant products and offers.

About Bestpets

Bestpets is the UK’s leading pet product wholesaler, offering over 8,000 lines across 17 depots nationwide. This is a great opportunity to join our new team and make an impact.

About Bestway

Bestway Group is a diversified multinational family-owned business with annualised turnover in excess of £4.5 billion. Starting out as a chain of retail convenience stores, the Group has grown to become a diversified multinational business with interests across wholesale, pharmacy, real estate, cement and banking.

Responsibilities

• Provide excellent customer service at all times.
• Receive inbound calls from customers and accurately process telephone orders.
• Make proactive outbound calls to customers to promote products, special offers and sales opportunities.
• Identify opportunities to upsell and cross-sell relevant products.
• Accurately enter product codes, quantities and customer information onto ordering systems while speaking with customers.
• Confidently navigate multiple systems during live customer conversations.
• Resolve straightforward customer queries and escalate where required.
• Complete general administration duties as required.

The Ideal Candidate

Previous experience of telephone order processing and telesales is essential for this role. Strong touch-typing and keyboard skills are also essential.

You must be comfortable speaking with customers while accurately entering orders and navigating multiple systems at the same time. You will be commercially aware, confident promoting products and offers, and comfortable working in a fast-paced, target-driven environment.

Essential Skills and Experience

• Previous experience taking and processing customer orders over the telephone.
• Previous telesales or outbound sales experience.
• Strong touch-typing and keyboard skills, with the ability to accurately input information while speaking to customers.
• Excellent telephone communication skills.
• Strong attention to detail and a high level of order-entry accuracy.
• Confidence using multiple systems during live customer calls.
• Ability to manage both inbound and outbound customer contact professionally.
• Experience identifying upsell and cross-sell opportunities.
• Comfortable working to KPIs, deadlines and service standards.
• Confident discussing products, promotions and offers with customers.
• Good working knowledge of CRM systems, Excel and customer data.
• Enthusiastic and personable, with a professional approach.
• Flexible, adaptable and well organised.

Benefits

• Competitive salary
• Pension
• 22 days annual leave
• Onsite parking

We understand that no applicant ever ticks every box, so please do consider applying should some or most of the above apply. Bestway Group is an equal opportunity employer and we value diversity and inclusion. We welcome people of different nationalities, backgrounds, experiences, abilities, and perspectives. We want strong, diverse teams built from talented individuals with different backgrounds, identities, and experiences.

If this is of interest to you and you would like to learn more, please do get in touch — we are looking forward to hearing from you.