E-commerce On-line Sales Advisor

2 weeks ago

Basildon, United Kingdom Percepta International Full time

e-Commerce On-Line Sales Advisor
GB-Essex-Basildon

**Description**:** E-COMMERCE ONLINE SALES ADVISOR**

**LOCATION**:Remote (Except compulsory attendance 1 day per month at Dunton Site. )

Must be local to either:
Dunton, Essex

Daventry, Northamptonshire

**INDUCTION START DATE**:20th May 2024

**SALARY**:£27,230 per annum + Free Parking and fantastic Company Benefits

**HOURS**:Full time - Permanent - 40 hours pw on a weekly rolling rota basis between 8am and 8pm Monday to Friday and 10am to 6. 30pm Saturday.

**TRAINING INDUCTION**:Fully Paid 6 week Online Training Induction

**IT EQUIPMENT**:You must be able to collect in person at either of the above sites.

At Percepta, we bring first-class service across each market we support. As **e-Commerce Online Sales Advisor **you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

**What You’ll Be Doing**:
The online sales advisor assists customers, and prospective buyers, through each step of the sales journey for a globally recognised provider of high-quality automotive products and services. This role will help customers resolve any concerns or questions they may have while processing their order and provide support that positively influences the customer’s purchasing decision.

This will be accomplished by creating relationships based on understanding the customer’s needs. Concerns, lifestyle, and preferences by carefully listening to the customer, providing knowledge and resources in a timely basis.

**During a Typical Day, You’ll**:

- Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm through ownership of the contact.
- Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner.
- Assisting the customer with the eCommerce online journey including:

- triage common issues including GUX and other systems.
- work with relevant internal departments to resolve any technical issues whilst continuing to own the ongoing customer contact.
- Assisting the customer with changes to their order including:

- changing dealer.
- amending order specification.
- manual refunds and cancellations where the customer cannot self-serve.
- Advising customers on delivery ETA and manage customer complaints regarding delays and escalate where necessary.
- Complete post-handover calls using appropriate technology such as SightCall.
- Offering the service and scheduling appointments
- Explaining specific functionality of customer vehicle
- Resolving customers enquiries relating to vehicle specification
- Preparing information regarding key features prior to appointment
- Advising customers on product/specification queries.
- Sending leads to dealers including:

- Test drive requests.
- Dealer follow up required to complete journey.
- Receive inbound chats
- Provide best-in-class customer service.
- Utilise search techniques and resources to meet customer needs.
- Schedule and manage outbound proactive calls throughout customer purchase journey to update customers on status of their order and own the customer experience to ensure contact is made frequently to update customers.
- Complete special campaigns as and when required including proactive outbound contact to customers using all applicable marketing and GDPR permissions.
- Provide feedback to management for the continued and improved performance of the department to foster positive results and growth.
- When necessary, use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments and maintenance plan.
- Effectively utilise multiple systems to provide the customer with prompt, courteous, and accurate information.
- Escalate interactions using the appropriate process involving all relevant internal and external departments.
- Identify opportunities to enhance the customer experience.
- Maintain exceptional product knowledge as it relates to program support.
- Handle additional duties as assigned.

**What You Bring to the Role**:

- Further Education college or similar: A Levels/Higher/ONC or relevant experience.
- Experience, appreciation and/or passion for our client’s Brand.
- Strong problem solving/troubleshooting experience.
- Practiced level Customer Service experience.
- E-commerce experience is advantageous.
- Experience using CRM software advantageous.
- Previous entry level experience of telesales or similar would be advantageous.
- Knowledge of the automotive industry a plus
- Demonstrate a high level of trust and integrity.
- Excellent oral and written communication skills, with good command of grammar and punctuation.
- Excellent attention to detail and practices active listening skills.
- Strong customer service, interpersonal and relationship building skills.
- Time management and ability to prioritise projects and custo

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