Jo Holdsworth Recruitment are delighted to be recruiting on behalf of a leading retailer based on the outskirts of Leeds, looking for a Customer Care Advisor to join their team on a full-time, permanent basis.
Our clients’ brand is trusted by millions of customers globally, employing thousands of people all over the world. You will be joining a passionate team, assisting the sales and operations departments to drive sales numbers.
Responsibilities:
* To manage and maintain all end consumer contact
* To understand and diagnose customer product issues through technical knowledge
* Liaising with and booking Engineer visits –being mindful of the need to prioritise.
* Act as point of contact for engineers, manage diaries & assist them in carrying out their duties.
* To drive process improvements aimed at improving customer experience based on feedback .
* Effective handling of all customer queries and complaints in relation to products and aftersales services both over the phone and via email.
* To provide advice to all customers, both internal and external, in relation to the correct operation and maintenance of products.
* Accurately process all relevant supporting warranty documentation and systems from both dealers and end consumers.
* Raise invoices for out of warranty visits, ensuring charges have been explained to customers prior to the invoice being raised.
* To manage, communicate with consumer through all platforms and communication types.
* To drive customer service experience improvements, be a service ambassador for the brand.
* To promote Trust Pilot / Customer Satisfaction measures.
* Ensure current IT systems are up to date with all relevant information.
Experience / Skillset:
* Previous experience in customer service role.
* Must be IT literate with good knowledge of Microsoft Office 365 including SharePoint, Outlook, Excel, and Word.
* Must possess excellent communication skills, both written and spoken, and the ability to deal with challenging conversations.
* Have professionalism, confidence, and ability to work under own initiative.
* Experience of working in a team and a dynamic office environment.
* High level of product knowledge (training will be provided on this).
* Planning and organizational skills essential.
* Customer centric thinking.
* Able to adapt to new challenges and a flexible attitude towards demands of the business.
* Self-motivator and disciplined with good time management skills.
* Accuracy and attention to detail.
* Problem solver.
* Be proactive and have a passion to succeed.
* Ability to work on own initiative.
Why Apply?
* Hybrid-working - 40% of working hours across the month can be spent at home.
* Pension – pension contributions matched up to 6%.
* Death in service – x4 salary.
* Private Healthcare – AXA Private Healthcare Scheme
* Holidays – 24 days per year, increase +2 for 5 years’ service and a further 1 for 10 years’ service.
* Wellbeing Days – 2 per year.
* Birthday - £50 toward birthday meal or £50 voucher.
* Perkbox – Monthly points, high street discounts, free counselling and mental health support.
* Parking – Free parking.
* Refreshments – coffee, tea, fruit basket etc.
Location: LS27 (hybrid-working)
Hours: 9am – 5pm
Pay: £27,000 (+5% bonus potential)
Due to the amount of response, we receive, unfortunately we are not able to give feedback to individuals, if you have not heard back within 5 days, please assume that you have not been successful for the role you have applied for. By applying to this advertisement, you are hereby giving consent for Jo Holdsworth Recruitment to hold your details for a 30-day period and contact you via any method of contact you have listed on your application.