Customer Care Advisor

Wilko ,
Worksop, Nottinghamshire
More Details

Overview

Job Description

Here at wilko our Contact Centre team are looking for a Customer Care Advisor to join them on a 3 month contract based at our Head office in Workop Support Centre. The Business At wilko we exist to free up hard working families to be the best they can be and we've recently launched a bold and ambitious new business strategy to see us face into and thrive within the challenging and continually changing retail industry. As a family-run business we have a unique culture and a refreshingly different way of working. The Role As our Customer Care Advisor handling telephone enquiries within the call centre, you'll be responsible for assisting Wilko customers with their queries and complaints. You will take ownership and accountability of every customer you interact with to provide a 'first time fix' resolution. You will be responsible for delivering an exceptional service that exceed your customers' expectations. Here are just some of the things you'll be involved in * Maximise all sales opportunities from every contact platform ensuring accurate processing of customer orders on the in-house database system. * You'll be accountable for resolving problems and queries relating to orders in a timely and professional manner. * You'll be responsible for providing exceptional levels of customer service via phone, email or web chat service to create a loyal customer base. * Accountable for maintaining an accurate internal database, logging all information accurately always to ensure we are GDPR compliant. * Liaise with both external and internal departments in a timely and effective manner to resolve customer queries and complaint. What we need from you We need someone who has experience a customer service or contact centre environment. We need this along with: * Experience of working within a contact centre environment * Excellent IT skills, with experience of a variety of software packages (including databases, Microsoft Word, Excel and Outlook). * Strong communication skills and a passion for excellent service * Able to adopt effective sales techniques - recalling details about product characteristics/features from memory and promoting associated product lines. * Proven ability in negotiating and influencing to turn customer complaints into customer satisfaction and loyalty. * Able to manage the expectations of customers. * Accuracy, attention to detail and the ability to identify solutions. * Processing of debit and credit card payments and refunds. Involves shift working over seven days and hours varying between 7am and 10pm. Due to the current climate your role may include home working on rotation

People also viewed