Customer Service Agent - Spares x4 vacancies
Consumer & Customer Care
Full Time
Luton, United Kingdom
2019-02-08

ROLE OBJECTIVES:

The primary function of this role is to deliver Best-in-Class Service across all our work channels. 
A key focus is to work proactively to achieve operational excellence with the aim to create and maintain an outstanding experience for our customers.

You will be required to manage inbound and outbound calls, email queries and accurately process orders. You will be the first point of contact for pre-sales enquiries and will be expected to manage your time and availability to meet our service level agreements.

The role is Mon – Fri, hours are 08:00–18:00. working alternate shifts 08:00-16:30 and 09:30-18:00.

KEY OPERATIONAL RESPONSIBILITIES:


• To handle inbound and outbound traffic (fax, email, post, telephone) for a pre-sales environment
• To ensure all enquiries, questions, issues and customer complaints are always fully resolved whilst applying to reason over potential costs and liabilities
• Investigate and pro-actively resolve any customer complaint to the departmental standards
• Accurate order processing and price checking and ensure fulfilment where possible
• To accurately record and process all call/customer information on to the Customer Service computer systems
• To work as part of a team towards meeting and achieving, individual, team and department objectives
• To work with and support all internal customers within and linked with the business
• To plan a working day and prioritise relevant tasks
• To be able to communicate with both external and internal customers at all levels
• To have a continuous and high-level focus on customer service
• Actively contribute to an individual, team and departmental improvements to ensure customer service is taken to the next level
• To add to and aim to improve the working environment for individual, team and departmental levels
• To ensure all enquiries, questions, issues and customer complaints are always fully resolved whilst applying to reason over potential costs and liabilities and these are fully owned either by an agent or internal customer.

CRITICAL FUNCTIONAL SKILLS:

• Excellent communication – verbal and written
• Attention to detail and organisation
• Multi tasking and problem solving
• Team Player
• MS Office, preferably intermediate

COMPETENCY FRAMEWORK REQUIREMENTS:

As a communicator:

• Convey information to all concerned clearly 
• Are able to address external customers 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 
• Lead by example
• Passionate and energetic
• Are open and want to grow by learning and developing yourself 
• Are accountable and take responsibility 
• Are ambitious and truly motivated to perform
• Want to do what matters
• Are a true team player
• A resilient, honest individual who is highly motivated
• Customer and quality focus, with a passionate commitment to improving business performance

As a team player:
• Demonstrate an 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