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Customer Service Advisor

2 months ago

South Shields, United Kingdom JML Full time

**GENERAL INFORMATION**

**Job Title**: Customer Services** **Advisor

**Reporting to**: Customer Services Manager

**Location**: Tyne Dock, South Shields

**Starting Salary**: £21,255 per annum

**Hours of Work**:Monday to Friday between the hours of 8am to 6pm (37.5 hours per week) this consists of either an 8-4pm shift or 10-6pm shift with ½ hour unpaid lunch break and joining a rota to work one in every 4 or 5 Saturdays

**ROLE SUMMARY**

Working in our Tyne Dock Contact Centre you will take calls from the following areas of our business:
**JML Direct**

Taking Customer Service calls from our JML Direct customers ensuring that all information is dealt with appropriately and professionally. You will be using our software system AX to process all order information.

**Customers**

**Sales Line**

When required you will take orders from Customers who have seen products they wish to or are interested in purchasing on our shopping channels.

**KEY DUTIES AND RESPONSIBILITIES**
- Handle all above detailed inbound calls
- Delivering first class Customer Service and product information
- Undertakes administration tasks.
- Adheres to company workplace policies and codes of conduct.
- Accurately and efficiently inputs, updates, deletes, adds and amends customer data in customer database.
- Actively recognises the need for customer confidentially.
- Supports the customer and solves their issue in the most efficient way possible in a single contact.
- Demonstrates and adheres to the call handling complaints procedures.
- Handles and resolves customer queries, complaints, and objections in a professional manner.
- Recognises when to escalate customer calls to the Team Leader.
- Agrees performance targets with team leader and then monitors own progress against personal performance and development plan.
- Takes an active role in team-working and providing support to colleagues.
- Proactively undertakes and promotes personal development.
- Identifies repeat issues and provides feedback to team leaders.
- Continually strives to ensure compliance with login, wrap, idle and call quality matrix against agreed individual targets.
- Captures and reports any customer feedback to the team leader.
- Logically analyses problems and identifies appropriate solutions.

ABOUT YOU - AREAS OF KNOWLEDGE, SKILLS AND EXPERIENCE
- To always deliver the best possible level of customer services
- Working within a team, ensuring all day to day duties and responsibilities of the team are fulfilled in a professional and efficient manner.
- To enhance the Customers sales experience of JML, match the needs and wants of the customer with the JML product range.
- Promote the JML brand
- Customer handling skills (including conflict handling and resolution)
- Telephone skills
- Questioning and listening
- Self-organisation and time management
- Selling skills (including empathy, building relationships, closing sales etc.)
- In-depth knowledge of JMLs products and services
- Knowledge of JMLs aims and objectives.
- In depth knowledge of JMLs technology and telephone system and processes
- Knowledge of telephone customer service techniques
- Previous experience of working within a call centre environment is desirable.
- Previous experience of working in a customer care/customer service environment is essential.
- IT literate with accurate keyboard skills
- Administration experience

**THE BENEFITS OF WORKING AT JML**

As well as offering a competitive salary, career progression opportunities and the flexibility to work from home as well as the office, we have a long list of benefits (a few start once youve passed your probationary period).
- Life Assurance (3 x basic salary)
- Auto enrolment 3% Employer contribution.You pay 4%.
- 6% Employer pension contribution after 1 year of service.You pay 4%
- 25 days annual leave, with 1 extra day after 3 years, plus another extra day after 6 years from the start of the next holiday year (January)
- Employee Assistant Programme offering face to face and 24 hour telephone counselling
- Staff Discount Scheme 50% off
- Canteen/Rest Room
- Free car parking at Tyne Dock offices
- BUPA private healthcare (after 1 year of service)
- Babylon online GP
- Medicash for routine dentistry, optical, physio, osteopathy plus Medicash Extras
- Bike to Work Scheme
- Season Ticket Loan
- Government Tax-Free Childcare
- Eyecare Vouchers
- Enhanced Maternity & Paternity
- Smart casual dress
- Charity events, product giveaways and social celebrations
- Online Wellbeing and Mental Health initiatives