Job description
Virtual Receptionist
As a Virtual Receptionist you will be responsible for delivering an exceptional telephone answering service for existing IWG Virtual Office clients in the UK.
Virtual Office (VO) is a great value alternative to having a full time office. The VO provides a business with a prestigious address and a telephone number always answered in the client’s company name and handled to their exact instructions.
As a Virtual Receptionist you will be a key point of contact for these clients always handling their calls to the highest standard of customer service.
Reports to: VO Team Manager
Key Responsibilities
This job is telephone based and the key job responsibilities will be to:
- Act as a virtual receptionist for Virtual Office (VO) customers.
- Answer incoming calls professionally within 3 rings.
- Forward calls and message as per VO customers instruction.
- Maintaining a high level of customer service standards to internal and external customers.
- Build rapport with IWG centre teams and VO customers.
- Ensure customer complaints escalation process is adhered to.
- Deal with all customer administration amendments.
- Meet performance targets for calls as defined by the business.
Key Criteria
Essential:
- Previous experience of working within a contact centre
- Professional communication skills and telephone manner
- Experience of working to targets dealing with high volume of calls
- Professional written skills with experience of responding in writing to customer requests
Desirable:
- Previous experience of providing an inbound call answering service.
- Intermediate working knowledge of Microsoft Office including Outlook, Word and Excel
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