Consumer Service Agent
Consumer & Customer Care
Full Time
Luton, United Kingdom
2019-01-18

ROLE OBJECTIVES:

The primary function of this role is to work proactively as part of the Consumer Service Contact Centre in answering inbound consumer calls, delivering and providing outstanding consumer service to both end consumer users and Trade Customers for both pre and post sales enquires/requests.

To ensure that the departmental mission of delivering the highest possible service to all consumers, that is unrivalled in the White Goods Industry is always met and wherever possible exceeded.

KEY OPERATIONAL RESPONSIBILITIES:

• To handle telephony traffic for both a pre-sales and post-sales environment.
• Resolve and process all consumers’ enquiries, requests to the departmental mission statement.
• Investigate and pro-actively resolve any consumer complaint to the departmental standards.
• To accurately record and process all call/consumer information on to the Consumer Service computer system.
• To work as part of a team towards meeting and achieving, individual, team and department objectives.
• To take relevant decisions and actions regarding all consumers enquires requests and complaints within the business and departmental working practices and processes.
• To have a continuous and high-level focus on consumer service.
• Actively contribute to individual, team and departmental improvements to ensure consumer service is taken to the next level.
• To plan working day and prioritise relevant tasks.
• To work with and support all internal customers within and linked with the business.
• To be able to communicate with both external and internal customers at all levels.
• To add to and aim to improve the working environment for individual, team and departmental levels.
• To ensure all enquires, questions, issues and consumer complaints are always fully resolved whilst applying reasoning over potential costs and liabilities and these are fully owned either by agent or internal customer.

CRITICAL FUNCTIONAL SKILLS:

- Consumer Service skills
- Communication & influencing skills
- Listening skills
- Accuracy 
- Quality orientation

COMPETENCY FRAMEWORK REQUIREMENTS:


As a communicator
• Convey information to all concerned clearly and convincingly and with self-confidence
• Are able to address external stakeholders in a professional and convincing manner
• Able to engage colleagues and managers to build strong networks

As a person
• Act with integrity, honesty and morale 
• Are open and want to grow by learning and developing yourself 
• Are accountable and take responsibility also for failures
• Are ambitious and truly motivated to perform
• Want to do what matters
• Are a true team player

As a team player
• Demonstrate ability to work alongside and within a strong team
• Good interpersonal skills on all levels
• Value and understand the individual needs of each member of the team
• Build relationships within the team that create trust, respect and honesty