Contact Centre Agent- Part Time - Maternity Cover

Partner Retail Services; Great Harwood; Hybrid; GBP 60,000 - 80,000; Part time

Job summary

A leading retail service provider is seeking a Customer Service Role to deliver top-notch support, primarily by phone and online. This position offers a salary of £12.60 per hour and bonus potential based on sales metrics. The role requires excellent communication skills and a proactive approach to customer engagement within a hybrid working environment in the UK.

Benefits

Bonus potential of 20%

Hybrid working model

Qualifications

• Knowledge of the Samsung ecosystem and tech products.
• Confident communicator with good verbal and written skills.
• Ability to manage escalations and provide solutions.

Responsibilities

• Provide exceptional customer service across various channels.
• Manage customer queries and escalations to resolution.
• Achieve defined sales and customer satisfaction targets.

Skills

Customer service orientation

Communication skills

Sales experience

Time management

Technology enthusiasm

Job description

Overview

Location: Head Office, Marlow (Hybrid Working available - 2 Days working in Marlow a month)

Hours: 25 per week (including weekends)

Maternity Cover - contract ending April 2026

Salary: £12.60 per hour

Enhanced Pay Opportunity

Bonus: 20% potential

Who are we?

We’re Partner Retail Services, a part of the PJ Investment Group. Through this extensive network of companies, we’ve developed a market leading end-to-end retail solution, handling every step of our customers' journey. We partner with Samsung UK and operate the Samsung Experience Stores on the UK high street and online.

Core responsibilities of the role include:

• Working as one of the key sales channels within PRS whilst always doing what is right by the customer
• Cross selling where appropriate, to enhance a customer’s brand experience
• Identifying a customer’s needs, clarify information, research each issue and provide the appropriate solutions and / or alternatives
• Records management across call centre databases
• Utilising personal training via internal training platform to ensure product and process knowledge remains up to date
• Always delivering impeccable customer service
• Outbound calls to customers, 3rd parties and escalation routes as required

Evidencable Knowledge, Skills and Experience:

• Passionate about people – from customers to stakeholders, to build sustainable relationships by going the extra mile
• The ability to prioritise workloads
• A commercially minded approach to every conversation
• Previous sales experience is desirable but not essential
• Worked towards multiple KPIs and is used to a targeted environment
• Knowledge of the Samsung ecosystem and a love for all things tech
• Confident communicator – good verbal and written skills are a must
• Computer literate

Deliverables

• Delivering multi-channel support via phone calls, emails, chats and social media
• Acting as a liaison between customer and store to maximise customer experience whilst minimising impact on store team effectiveness
• Navigating various business platforms/systems dependant on the nature of the customer query
• Management of customer escalations through to a satisfactory conclusion
• Working to pre-defined targets as both an individual and a team across sales, customer satisfaction and service metrics
• KPIs include: average call time, first time resolution, call abandonment rate, average call wait time, call hold time, email response time, productivity, call cost, customer satisfaction (NPS, Mystery Shop), sales conversion and sales attachment rate
• Bonus potential is measured on sales metrics

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