Outbound Support Centre Representative

NQC is a successful and growing software company specialising in supply chain risk management platforms. We’re in the ‘Tech for Good’ space, providing online web platforms which are in use by some of the largest organisations across a number of industries including the UK Government and the Automotive industry.

Based in central Manchester, NQC offers a supportive working atmosphere within a diverse team of people. We work on a hybrid model and regularly meet up outside of the office for team socials and company events. This is an opportunity to work on globally recognised technology solutions used by major brands throughout the world and become part of an exciting long term plan for sustainability, and a better future.

About your new role

Due to an exciting period of growth, NQC is looking for a German speaking Outbound Support Centre Representative to provide outbound calling to suppliers to encourage completion of online assessments and aid engagement with our platform. Through providing exceptional customer service, you will confirm the receipt of invitation to our platform to the right point of contact and identify any potential queries or issues that may affect the campaign. Your objective in this role will be to ensure a smooth process for users and maximise successful campaign completion.

As a German speaking Outbound Support Centre Representative, you will be required to undertake the following responsibilities as part of your day to day activities:

• To contact the targeted number of private sector organisations during the required phases of an NQC campaign to encourage completion of assessments.
• To make the required number of calls in each campaign phase and update system calling records in line with the defined process; Using the correct calling date & pending call status accordingly for monitoring purposes at all times.
• To identify potential queries within the first two weeks of engagement to allow enough time to solve this query for a completion; Using a defined call script & objection handling process to achieve a maximum result.
• To provide professional support to all NQC Ltd external users and ensure that calling activity is undertaken professionally to guarantee that maximum numbers of respondents are contacted and future sales opportunities are maximised.
• To escalate complex issues to the team lead and other departments as needed.
• To collaborate with other team members to ensure customer satisfaction and timely issue resolution.
• To participate in team meetings and training sessions as required.
• To maintain an appropriate working knowledge of the NQC system.

Requirements

• Fluent in both English and German, in both verbal and written form.
• Excellent listening and communication skills.
• Experience providing exceptional customer service.
• Experience in a high volume outbound calling environment would be beneficial.
• Ideally experienced in a busy SaaS business, working to deadlines and resolving queries in a timely manner.
• Comfortable working towards individual targets and SLAs.
• Be able to work the German market shift, 8am-4pm with a 30 minute unpaid lunch break.

Key Competencies

• Is consistently motivated, committed and able to perform duties in all situations.
• Communicates and receives ideas, views and information to achieve understanding.
• Champions NQC’s values and consistently acts in a principled, open and conscientious manner, challenging unacceptable behaviour
• Plans and prioritises activities and resources to maximise performance and minimise errors.
• Thinks creatively and embraces opportunities for change.
• Works collaboratively with cross-functional teams and acts as a team player while supporting colleagues.

Benefits

• Competitive salary.
• 25 days holiday (Increasing with service) excluding bank holidays.
• Hybrid working policy.
• Health Cash Plan.
• 24/7 Access to a Virtual GP.
• Life Assurance (4 x Salary after probation period).
• Regular company socials and events.
• YuLife: Employee perks and wellness platform.