Contact Centre Support
2 weeks ago
This is a part time job share - 2.We're determined to make customer experience a key differentiator for all our brands.
To that end we're now seeking a customer service professional to join our experienced and high-performing Contact Centre Support team.
This role is an opportunity to be part of a quiet revolution as you help us build a culture where the customer voice drives our business.
You will support the outsourced Contact Centre in Romsey in dealing with a variety of customer service topics and escalations, resolving them in a professional, courteous and diligent way.
You'll help us to achieve outcomes that are successful for customers, balancing the need to do the right thing with the commercial interests of the De'Longhi Group, creating a seamless customer journey that appropriately represents our premium brands.
You could find yourself responding to positive and negative feedback on Review sites providing prompt responses and support, or processing refunds for customers.
You may resolve complaints sent to the senior team through speaking directly with the customer or help to ensure our contact centre is fully conversant with the latest technical knowledge for new product launches.
You might identify an area ripe for improvement or optimisation, and be involved in helping to develop it.Contact Centre engagements, providing guidance where required, to deliver industry-leading service whilst adhering to our policies and procedures.
~ ongoing training requirements within the Contact Centre by providing feedback and insight to the Aftersales Technical Trainer.
~ and reporting on product quality issues by monitoring engagements.
~ in training new employees within an outsourced Contact Centre.
~(approving/declining) requests for customer refunds in accordance with company policy.
~ to the Customer Support Knowledge base by making suggestions for new articles.
~ First and foremost you must be passionate about customer experience, keen to make a difference and get stuck in supporting your team. You'll need to be level-headed and calm under pressure and a sound communicator, able to represent our brands appropriately.
You'll need to have sound business acumen, numeracy and communication skills with good passes in English and Maths at grade C (5) or above.
You must be reasonably conversant with communications and digital technology as you'll be monitoring and responding to customers on social media and review sites, as well as using CRM and SAP systems and third party logistics portals to arrange deliveries.
Familiarity with the Microsoft Office suite, including Excel and Word, would be useful.Competitive salary
~ Excellent contributory pension
~25 days holiday + bank holidays (Pro-rata for part time)
~ Free on-site parking
~ Flexible benefits package
~ De'Longhi Group is home to the De'Longhi, Kenwood and Braun Household brands—all pioneering kitchen and home appliance brands that are internationally recognised and respected. The De'Longhi Group, headquartered in Treviso, Italy, has international operations in more than 30 countries.
Your reporting office will be Kenwood's global HQ on the beautiful South Coast between Portsmouth and Chichester, where our products are conceived and tested, and where our UK De'Longhi division is based.
We operate a flexible, hybrid working model:
you'll typically work three days at our office and two at home. A driver's licence would be an advantage.
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