Capita is the UK’s largest business process outsourcing company. We started in 1984 as a Chartered Institute of Public Finance and Accountancy computer services division with just a couple of people on the payroll and evolved into an international company hiring 64,000 staff across UK, Europe, India and South Africa. Since its launch, Capita plc has grown to become a FTSE 100 company generating £3,8bn turnover at the end of 2014. Our goal is simple - to help our huge range of public and private sector clients improve service to their customers.
Capita Poland’s Krakow Business Centre was established in late 2011. We are a multi-disciplinary business process outsourcing centre set up by the Capita Group Plc. The centre provides state-of-the-art services offering employees the opportunity to work for various clients and develop expertise in a wide range of disciplines. At Capita Krakow we deliver multilingual business service that range from managing complex processes to more transparent transactions.
Given our expansion plans in a number of sectors and the addition of some exciting new projects, Capita is currently recruiting for the position of:
Working in our Contact Centre you will be responsible for effectively servicing our customer base in Poland. The ability to multitask and to effectively manage your time, whilst delivering exceptional customer service is paramount. As a first point of contact for new and existing customers you will utilise excellent communication skills and deal with a range of customer enquiries. You will be required to work as part of a team to support the delivery of set team targets as well as your own individual targets.
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Meet defined individual/ team performance and quality targets to ensure delivery of key business objectives.
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You will be the direct point of contact over the telephone for our customers and will be expected to identify and resolve customer enquiries, offering excellent customer service through to first call resolution where possible.
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Using your excellent verbal and written communication skills you will be dealing with a wide range of customer enquiries by taking ownership and progressing them through to a satisfactory conclusion.
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Ability to gather information to determine business needs, apply problem-solving skills, and resolve the inquiry/request effectively.
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Have the ability to work on a variety of tasks and proactively manage your own varied workload.
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Sound judgmental powers, ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance.
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Ensure customer confidentiality of information in line with the Data Protection Act and adherence to all regulatory FSA and KNF requirements.
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Customer Service experience will be an asset
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Experience working with customer services in a contact centre environment will be an asset
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Team player
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Ability to remain calm during busy periods
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Positive and enthusiastic
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Flexible attitude
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Remains calm under pressure
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Ability to present and explain options and solutions in a clear manner
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Ability to work independently under time deadlines
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Excellent communication and organisation skills.
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Ability to work within a targeted environment
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Ability to use initiative and be self-motivated
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Ability to demonstrate good listening and telephone skills
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Strong attention to detail
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Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
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Analyse the various parts of a problem properly and develop logical solutions
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Ability to work shifts including weekends.
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PC literate
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Communicative English skills
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Fluent Polish both spoken and written is a must
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Work in an international and multicultural environment
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Friendly work atmosphere
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Private medical healthcare
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In-house English classes
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Competitive salary and benefit packages
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Training and development opportunities within the company