Customer Service Support Technical Representative Administra
Full Job Description BBC Worldwide Limited is the main commercial arm and a wholly owned subsidiary of the British Broadcasting Corporation (BBC). The company exists to maximise the value of the BBC`s assets for the benefit of the licence fee payer and invest in public service programming in return for rights. For more information, please visit or follow us at Our Values At BBC Worldwide, our values are at the heart of everything we do; our culture, how we operate and how we work together to achieve our objectives. We are passionate about creating the right culture to work in, and employing candidates who can demonstrate they will contribute positively to the organisation. BBC Worldwide is undergoing a transformation aimed at supporting ambitious growth targets as it continues to expand internationally. A key component of this ambition includes significant growth in consumer-focused digital products and services. Purpose of the role: BBC Store is a joint strategic initiative from BBC Public Service and Worldwide to make on-going broadcast and archive content available digitally for consumers to buy. BBC Store will be operated by BBC Worldwide. Location: The successful candidate will be based at our delivery centre in Cardiff City Centre Salary: £7.50 per hour basic plus £120 per month bonus Reporting relationships: The jobholder will report to the BBC Store Team Manager Job Purpose: To provide a customer-focused and professional service through several channels of contact including a non-voice platform of web chat, social media and email and returning customer queries via voice contact. To ensure that all customers who choose this method of communication with us receive an exceptional level of service, both in terms of a timely response and quality, CSR`s need to ensure that the experience is informative and positive, resulting in a high level of customer understanding and satisfaction. Job Scope: Deliver an exceptional customer service by responding to queries raised and deliver first class levels of resolution through ownership Research and investigate into technical queries and ensure customer correspondence is maintained throughout, using various written mediums within realistic time frames Work to meet and exceed key targets whilst maintaining a professional standard of customer service through effective timekeeping and task prioritisation Comply with company policy and best practice in security, legal and regulatory compliance, including compliance to all quality standards Work as part of team to assist continuous improvement and assist colleagues to reduce customer effort and drive high levels of customer satisfaction Lead by example, be approachable and demonstrate a "can do" attitude to develop a high performing team culture The Person: Experience working within a contact centre environment, preferably within all channels, written, voice, webchat and social media PC literate and exceptional keyboard skills Excellent oral and written communication skills Ability to multi-task whilst managing incoming work levels Analytical nature with a perfect eye for detail Motivated by achieving results Passionate and confident in building rapport through oral and written contact channels Positive and enthusiastic outlook with adaptable approach to the working environment Able to understand, investigate, diagnose and resolve technical issues Willing to go above and beyond to reach a resolution for a customer An eye for identifying and escalating situations requiring urgent attention Must stay current with system information, changes and updates The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel as classified.