Job/Role Title:
Customer Care Advisor
Reporting to:
Customer Care Team Manager
Location:
Kingsway
Role Description
Role purpose and scope:
Positively represent the JD plc brand to our customers through multiple channels, by providing effective and efficient resolution’s to customer queries.
Dealing with inbound contact, by various channels including phone, email, social media and live chat; to resolve product related questions, issues or complaints both pre and post order.
Taking orders by phone and setting clear expectations on delivery timescales when processing telesales orders.
Providing technical assistance to customers placing orders on the website.
Provide assistance with product related questions, and helping our customers reach an informed decision on their purchases
Communicating information about the company’s products and services.
Dealing with written communication through email and post, as well as general administrative duties.
Accurately recording reasons for customer contacts.
Actively encouraging feedback from customers and providing recommendations for improvement to your line manager.
Constructively explaining processes and procedures when things occasionally don’t go to plan.
Person Specification
Previous experience in a customer service role is desirable.
You need to have the ability to remain calm and focussed when dealing with challenging situations.
Ability to work on own initiative and as part of a team.
Being creative and forward thinking in suggesting alternative solutions to resolve customer issues.
Understands the need for confidentiality and compliance with legislation.
Open and adaptable to change, as a fast-growing business we are constantly developing and improving our systems so the ability to quickly adapt is a must.
Flexible approach to working, as we need to cover a 24/7 operation.
Can-do attitude, accountable even when something is outside area of responsibility
Ability to provide good judgement, even in pressurised situations
Is a self-starter and self-sufficient
Excellent PC skills
Excellent communicator
Positive manner
What we offer:
Staff discount from Day 1
28 days holiday inclusive of Bank holidays
Discounted gym membership
Staff shop
Unlimited discount events and more
Customer Care Advisor -Days • ROCHDALE
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