Our client needed our assistance in filling a number of roles to reach their requirements for call centre representatives for the Christmas period. FRS came on board at short notice in a busy Q4 period and successfully screened up to 600 candidates in October and 60 were successful. The candidates were given an in-depth screening and testing as required by our client.
An exciting opportunity has arisen with our Cork based client for a number of experienced Call Centre Agent`s for 3-4 month contract roles. These roles will report to the Team Leader and Customer Service Manager, the successful candidate will be highly motivated, ambitious and have a proven track record of delivering results in a challenging environment. These roles will require fluent French and English.
Answer incoming calls from customers answer enquiries and questions, Handle and resolve customer complaints troubleshoot problems and provide information. Research required information using available resources Provide customers with product and service information Identify and escalate priority issues Follow up customer calls where necessary
At least 6 months experience in a call centre environment Excellent customer service skills Proficient in relevant computer applications Knowledge of customer service principles and practices Willing to work over the Christmas period and be flexi with working hours
Each candidate was screened and assessed by phone interview by two FRS Staff members Competency interview face to face agency interview written assessment in French written assessment in English vocal assessment in French vocal assessment in English reference checks 2 required
The agency induction process:
FRS has a successful a recruitment process that also includes an Induction meeting held by the agency. Introduction pack that includes: information regarding FRS finding their feet in Cork accommodation information PPS and Tax information for payroll purposes Contact numbers etc. to aid the candidates in their move to Cork.
Searching for the right candidate required searching on sites such as Toplanguage.ie, Monster.ie, advertising on FRS Website. Searching our database and asking for referrals from unsuccessful candidates. Attending job fairs in Europe such as Bilingual Fairs Paris and Berlin. Finding the right candidate for our client and having the right attitude for a customer service based role.
Screening and Vetting:
Vetting included having all the relevant documents collected by the agency. This included having the following documents obtained from the candidates as part of the process . Photocopy of passport Photo ID Proof of address 2 references.