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We have been engaged by a client to support them with an interim Contact Centre Manager role, starting ASAP in Coldfield for a period of three months, possibly extending thereafter. The organisation is a global retailer with several service lines and offerings.

The Interim Contact Centre Manager will join a division of this business which has experienced very rapid growth bringing the contact centre team to 20 people. The person we are looking for needs to be a hands-on leader of people, managing teams, implementing change and driving performance.

This is not a strategic role but instead is very people and performance focused. In this role you will review the current state of the Call Centre and rebuild/recover it to a position where it can services its customers in the best possible way. The individual we seek needs to be a leader who is able to deal with difficult conversations if necessary and be able to train staff in new call centre processes.

Core Competencies:

  • Demonstrated experience in recovering and improving underperforming call centres
  • Ability to define and measure performance metrics
  • Demonstrated experience in setting KPI's and managing productivity
  • Clear understanding of call work flows both in-coming and out-bound
  • Experience in training individuals on new call centre processes
  • Understanding of ticketing systems
  • Knowledge of Service Now (or similar like Remedy)
  • Ability to deal with upset customers appropriately
  • Skilled in stakeholder management
  • Having a delivery focused mentality and a natural leader

Please submit your CV if interested or alternatively contact Jessica Emerson for a confidential discussion.


Client Service Specialist - SAP Knowledge required!

Experis is currently supporting our global client with their exciting project at a client site near Zurich, a relaxing 15 minute commute from central Zurich. If you love working in a fast-paced environment with a global team of experts, then please read on!

For this ongoing project, we are looking for an experienced Client Service Specialist for a 12 month contract (extension is highly likely).

Please only apply if you have fluent English and German!

What background do you need to successfully do the job?

  • You have completed your commercial apprenticeship
  • Prior experience in a client service administrative role and amazing references
  • You are Laser-focused on delivering quality day in and day out
  • You love interacting with people and solving their issues: with a smile on your face!
  • You own the process from start to finish and coordinate both internal and external resources to resolve any issues
  • You have several years of experience using SAP in your previous role
  • Fluent English and German, any other languages will definitely strengthen your profile

Which tasks are you expected to deliver?

  • You act as the central point of contact for customers after they've placed an order
  • You maintain customer data within SAP
  • You coordinate with clients and update them regularly on capacity versus their expectations
  • You coordinate with internal and external stakeholders to prepare quotes in SAP
  • You track, coordinate and update clients with specifics related to their orders, including tracking invoices, delivery times, urgent changes
  • In addition, you will be expected to support multiple internal projects

If you are immediately available for this exciting project near Zurich, please get in touch directly with Eric Schuster or send him your CV and testimonials today through the link in the advert.

Experis is Europe's leading IT&T recruitment agency.

Experis has more than 200 currently open vacancies and we will be more than happy to find the perfect role for you! Just visit us


For our client in Fribourg we are looking for a Customer Order and Supply Management Specialist for a 6 month contract.

Place: Fribourg

Duration: ASAP- 31.05.2018

Workload: 100%

Job Description.

Order handling for assigned countries from receipt of order till final invoicing in order to secure smooth order processing. Preparation and issue of offers and quotations for assigned countries. Handling of Letters of Credits and Documentary collections. Contact point for customers, distribution centers, plants, suppliers, banks, Area Managers & Controllers as well as forwarders. Consignment handling. Vacation relief for other countries.


- Receipt of customer orders, review of all terms and conditions, including price and order entry (or review and validation of EDI orders) and order processing according to existing customer protocol/contracts with close follow up to secure on time delivery

- Ensure close follow-up on orders until delivery.

- Manage blocked orders, delivery dates, backorders and make sure to keep customer informed at all times.

- Issue of commercial invoices, proforma-invoices for tenders and quotations, credit notes, commissions and freight invoices (where applicable).

- Organize/assist warehouses, DCs and transportation for export of shipments and constant follow-up until delivery to the customer Support S&OP and marketing in prioritizing orders and if required arrange repositioning between customers (when applicable).

- Customer complaint handling.

- Establish and maintain Customer parameters in the ERP and on documents (ECP and/or customer protocol/contracts).

- Coordinate product and price set-up/updates.

Candidate Profile:

- Minimum: Commercial apprenticeship or equivalent.

- Preferred: Further education in either export or international customer service.

- Fluent in writing and speaking in English French and/or German is a plus

- Minimum: 3-5 years of experience in an international customer service.

For more information, please contact:

Anna Chmura (see below)


Customer Service Representatives are hired by Agents to maintain customer records and assist policyholders and prospects with questions and concerns. In the process of providing outstanding customer service and agency support, you'll have opportunities to help people find the right coverage for their insurance needs! You'll receive training and support as you handle a full scope of responsibilities, including customer relations, sales and marketing and agency office operations.

Although each agent has the discretion to determine your appropriate job duties and qualifications, an example of the types of duties and qualifications for the position include:

Customer Relations

Discuss insurance product offerings with current and potential customers
Maintain high customer service standards to attract and retain customers
Advise customer of claims and billing policies and procedures as needed
Respond to inquiries, issues and complaints

Sales and Marketing

Coordinate agency prospecting through direct mail, company prospecting programs and Personal Insurance Reviews.
Understand products, procedures and best practices for promoting policy growth and retention
Maintain information in the agency's customer database

Agency Office Operations

Administer office practices and procedures
Schedule/confirm appointments for agent
Manage agency correspondence as required
Continue to maintain and develop knowledge of American Family products and services and support efforts to increase agent business

Job Requirements

Qualified candidates will possess:
Outstanding customer service and people skills
Licenses in property, casualty, health and life (or these must be obtained in order to continue employment with the agency)
Organization, prioritization, and multi-tasking skills


Bilingual (Phone) Operator to run Satisfaction Survey

Are you a Bilingual phone Operator with experience gained in an international development/NGO company ? Was this experience gained within a multinational and multicultural environment and are you looking for an exciting new opportunity within a non-governmental organisation (NGO) ? If so, please have a look at the following details:

Experis IT Switzerland is currently on the search for an Bilingual Operator to join one of their clients, an NGO, based in Geneva.

Your role:

The Bilingual Operator will run a satisfaction survay over a period of 3 weeks.

The operator will be expected to plan, run and document telephone interviews with 120 members of the PR organizations who will have been previously identified by the internal team. Each interview is expected to last 15 to 20 minutes. Where PR users are not accessible by phone, the operator will be expected to liaise with users via e-mail to gather complete survey response data.

Key Responsibilities

  • Two separate interview scripts will have been created by the internal team (one for the procurement officers (requestors), one for the procurement management team (approvers). The operator will run the interviewees through the script and questionnaire through a telephone interview, with follow-up by e-mail as necessary.
  • Answers will need to be collected in an Excel template that will have been created and provided by the internal team

To deliver the required results, it's essential that you have:

  • The operator will need to be perfectly fluent in both English and French (additional capacity in Spanish or Portuguese a plus).
  • The operator will need to have strong planning skills in order to plan (and adjust) the schedule for the interviews and ensure that all participants have been reached.
  • The operator will need to have experience in placing out-bound tlephone calls
  • The operator will need to have available their own laptop with Microsoft Office suite installed
  • The operator will need to be comfortable working in Excel, Word and Outlook.
  • It would be desirable for the operator to have experience in interacting with people in developing countries.

If you are a dynamic and motivated Bilingual Operator currently looking for a challenging new position that applies to your skills, then we look forward to receiving your application!

Don't hesitate and send us your CV today through the link in the advert. In case of any questions please contact Jane Archer.

Experis IT is Europe's leading recruitment agency.


Administrator - Birmingham

Our client, based in Birmingham is currently looking for an Administrator to join their team on an initial 3 month contract, to start ASAP. The team you will be working in is a business environment focused on delivering strong customer service to all their clients. You will be taking responsibility for customer needs, following the correct process to resolve the customer issues whilst keeping the customer involved at all stages. The role is a full time position, working 37.5 hours a week.

What will be the core duties of the role?

  • Investigate queries accurately and raise with the relevant parties without delay and escalate where needed
  • Respond to queries from customers/stakeholders promptly within agreed time lines
  • Clear understanding of customer/stakeholder needs to deliver the most appropriate and fit-for-purpose solution
  • Support improving team and customer performance by suggesting more efficient way of working.
  • Operate within our people processes and policies eg performance management, absence & leave etc.

Required Skills:

  • Proven customer service experience
  • Good communication skills - verbal and written
  • Telephone skills highly preferred
  • Attention to detail

If you are interested in this position, please apply ASAP or give Sam Suleman a call to discuss further.

Alexander Mann Solutions, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business.