About the Role
We have an exciting opportunity for the right candidates to join our busy Consumer Direct Services Team. We are looking for enthusiastic individuals with a passion for offering excellent customer service. The ideal candidates will be capable and comfortable handling direct customer communications across phone calls and emails.
Job Opportunity
Our Consumer Direct Services team provides support and customer service for many different businesses. This role involves handling a mixture of telephone calls and emails. Day-to-day work will span inbound/outbound calls, placing orders, providing tracking details, chasing orders via various marketplace platforms (Amazon, eBay), and dealing with enquiries from the general public via email.
The majority of the workload will be phone-based and talking to the public, so the enthusiastic candidates will need to communicate professionally and positively. You will use your attention to detail and customer focus to take ownership of your work, guide and assist customers, and achieve the best possible outcome.
This an office-based role within our Eastbourne facility. The hours are 37.5 hours per week from Monday – Friday. Some bank holiday work will be required too. Full training will be provided.
The ideal candidate will also:
* Achieve, and have an excellent working relationship with the team
* Adhere to all SLAs (Service Level Agreements) set by the CDS manager and its customers.
* Liaise with other departments within the business
* Follow and abide by GDPR
* Handle ad-hoc duties as required
Essential Skills
* A capable multi-tasker
* Adaptable to various situations that could occur during customer communications or within the office environment, whilst remaining calm and focused throughout.
* Excellent communication skills, verbally and written
* Confidence talking to customers on the telephone
* Good knowledge of Microsoft Office, with particular knowledge of Outlook, Word and Excel
* Self-motivated, and keen to improve
* Excellent attention to detail
* Ability to take ownership of queries and respond within a timely manner
* Comfortable working on your own initiative, but also know when to escalate issues.
* Flexibility and willingness to adapt where necessary to help the wider team.
* Resilience with the ability to problem solve.
* If the applicant is successful, they will be required to provide a DBS check.
Previous experience working in an office environment would be an advantage.