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 focused 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.
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