You’ll be supporting our customer’s end consumer in providing order related assistance. You’ll be advising and problem solving with diligence and compassion in resolving related queries You will collate contact information through multiple channels (phone, web email live chat and social media). In delivering a best-in-class service experience you will consistently demonstrate a professional approach, underpinned by robust business processes.
The role holder will naturally align to our 5 core values of Flexibility, Integrity, Responsibility, Safety and Team. The external facing role demands the right attitude, dedication, and commitment to great customer service in a calm and reassuring manner and with outstanding written and verbal communications skills.
Key Responsibilities and Duties
The role is varied and the duties below are not exhaustive.
Ensure high quality responses to phone, live chat, email, and social media contacts
Assessing the relevance and nature of each contact and deal with it as appropriate
Accurately record consumer information and complaint details
Meet and exceed business, written & quality, and efficiency KPI’s
Problem solving on case-by-case basis
Identify and drive continuous improvement initiatives
Complete any other ad hoc requests that are in line with your skill and capability.
Monthly internal reporting on relevant KPI’s / trends
Education and experience
Hold a minimum 2 years’ experience in a contact centre / customer service advisor role
Previous use of CRM systems
Skills and Knowledge
Good interpersonal and communication skills (both verbal and written).
Good relationship building skills
Ability to work under own initiative, and self-motivated
High level of competence in use of Microsoft Office products
Excellent verbal and written communication skills
Effective conflict resolution skills and experience of handling consumer complaints
Must be comfortable working towards challenging quality targets
Ability to build and expand on sector knowledge
Team Player – Strong interpersonal and communication skills within a small team
Flexibility and ability to act on own initiative
If you believe you have the experience, skills, and drive we require, please send us your CV for your chance to join us on our amazing adventure in MAKING SHIP HAPPEN!
Please note due to the large volume of applications we receive for these roles, if we have not contacted you within 21 days then, unfortunately, your application hasn’t been successful, however, we may contact you regarding other roles and we wish you all the best in your job search.