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SF Recruitment
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Tamworth, Staffordshire
Customer Service Advisor B78
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Contract Type: Contract |
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Salary: £20,000 per annum |
Overview
SF Group are looking to recruit X2 Customer Service Advisors for a client in Dordan B78. This is a 6 month contract. Rate of pay 9.50ph As an integral part of the team you will ensure that our customers remain "top priority" by delivering first class customer service over the phone, through live chat and email. Take ownership in resolving customer any questions or concerns by listening, accurately understanding the problem and resolving efficiently. Key Responsibilities: - To be the point of contact for all web platforms and remaining professional at all times, showing empathy and providing a first-class service to our customers. - To deal will all daily enquiries and/or complaints generated by customers and branches over the phone, chat and e-mail, providing a professional and timely response or resolution for each contact. - To seek increased customer satisfaction and retention through achieving "first time fix" resolution on all customer contacts. - To deliver on all individual and team targets. - To use CSAT as a tool to develop individual performance. - Improve website conversion through effective parts identification first time. - Taking orders from customers over the phone if & when required. - To make sure that all customer contacts are logged on to the system in real time and to company guidelines. - To update the system with additional customer contact information and to log any resolution action. - To seek the help, guidance and support of other departments to successfully investigate and resolve any enquiry or concern. - If escalation of any contact is required, to direct via the appropriate channel and to your Team Leader in a professional and timely manner following company escalation guidelines at all times. - To see every concern as an opportunity to please the customer and rescue any sale if appropriate. - To carry out all the duties of a Contact Centre Advisor and also carry out any other reasonable request as given by the Contact Centre Management Team, including Team Leaders, Assistant Manager and Manager. - To have or gain a basic knowledge of current consumer legislation. Person Specifications: - Proven customer service experience, ideally working within a busy contact centre or shared service centre - previous experience as a telephone-based agent would be desirable - To have a great work ethic, be passionate about giving fantastic customer service and enjoy working in a fast-moving environment. - To be motivated by exceeding targets. - Strong phone contact handling skills and active listening - To be confident and conscientious. - Customer orientation and ability to adapt/respond to different types of characters - To have had experience of dealing with difficult individuals or situations whilst staying professional, respectful and calm at all times. - To be adaptable, able to work effectively as part of a team or individually. - Ability to multi-task, prioritize, and manage time effectively. Please Note: Full training will be provided Role Profile: Role and Responsibilities Your Responsibilities - Contribute and ensure that the contact center answers a minimum of 98% of all offered contact daily - Reduce negative reviews by effective first-time resolution - Work to receive a minimum of 500 positive Trust Pilot reviews per month - Work towards reducing the call wait time to 30 seconds - Increase overall efficiency through increased first-time resolution, reduced call duration and reduced chat duration. - Correctly identifying the correct part/s quickly and efficiently, using all available resources and ensure all possible additional items are offered to the customer - Ensure the department is clean and tidy at all times Your Accountabilities - Ensure arrival 10 minutes before start of shift to enable you to be ready to work at the rostered time - Answer Calls, Chats and Emails, ensuring you earn a minimum of 125 points per day (56% calls) - Resolve a minimum of 80% of contact the same day. - Achieve and maintain an 80% CSAT score - Earn 15 Positive Trust Pilot Reviews per month (5 Star) - Ensure all contact is logged appropriately. - Follow all reasonable management instructions and requests. - In the event of sickness or absence you must follow the company policy - Ensure you adhere to all company policies including but not limited to dress code, mobile phones and annual leave requests. Early shift 8-4.30 (1 per wk) Late shift 11.30-8pm (1 per wk), rest are 9-5,30 (3 per week) with alternate Saturdays 830-5.30pm (will have rest day in the week).