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